Operate within a ServiceNow-based IT Service Management environment, ensuring effective execution of core ITSM processes including:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Knowledge Management

Ensure ServiceNow workflows, ticket management processes, and reporting mechanisms are consistently followed by operational teams.

Monitor incident trends, service request volumes, and operational performance using ServiceNow dashboards and reports.

Drive operational improvements through ServiceNow workflow optimisation, automation initiatives, and knowledge base enhancements.

Ensure effective execution of incident, problem, and change management processes.

Drive timely resolution of incidents and ensure escalation procedures are followed for major incidents.

Lead root c...