Senior IT Service Management Engineer

As a Senior Engineer in the ITSM function at Hitachi Digital, you will play a crucial role in owning, designing, and implementing IT Service Management processes. Your responsibilities will include: - Process Ownership: Own, design, and implement IT Service Management processes in alignment with global standards and business objectives. Continuously review and improve processes, manage major incidents, changes, and problems, and collaborate with IT teams to ensure consistent implementation globally. - Business Analysis: Work closely with IT teams, management, and customers to gather and document requirements for ITSM processes, translating business needs into actionable requirements for process enhancements. - Process Improvement & Optimization: Monitor process performance metrics and analyze data to identify inefficiencies, propose and implement process improvements, and lead initiatives for automating workflows and integrating processes with ITSM tools. - Stakeholder Management: Serve as the primary liaison between the ITSM team and IT teams, business stakeholders, and customers, ensuring alignment of service management processes with business objectives. Provide training and guidance to process users across the organization. - Tool and Technology Alignment: Collaborate with IT teams and vendors to ensure ITSM tools are configured and optimized to support global processes. Define and maintain reporting dashboards for transparency and continuous improvement. Qualifications required for this role: - Education: Bachelors degree in Information Technology or a related field. - Experience: Minimum 3-5 years of experience in IT Service Management, with at least 2-3 years in process ownership or business analysis. Experience in global or multi-regional environments is desirable. - Technical Knowledge: Deep understanding of ITIL processes, practical experience in key ITSM processes, and proficiency in ITSM tools such as Jira Service Management and ServiceNow. - Certifications: ITIL v4 Foundation certification is required. - Business Analysis Skills: Proven ability to elicit, document, and manage business requirements, strong analytical skills, and experience in process analytics and reporting. - Leadership & Communication Skills: Excellent interpersonal and communication skills, ability to work with global stakeholders, and facilitate collaboration between cross-functional teams. - Process Improvement Focus: Experience in process re-engineering, automation, and efficiency gains, with strong problem-solving skills. - Languages: Upper Intermediate or higher proficiency in English. Hitachi Digital is a global team of professional experts dedicated to promoting Social Innovation through the One Hitachi initiative. We value diversity, innovation, and inclusivity, offering industry-leading benefits and support for your holistic health and wellbeing. As an equal opportunity employer, we welcome applicants from all backgrounds and are committed to creating a culture of respect, inclusion, and mutual growth. As a Senior Engineer in the ITSM function at Hitachi Digital, you will play a crucial role in owning, designing, and implementing IT Service Management processes. Your responsibilities will include: - Process Ownership: Own, design, and implement IT Service Management processes in alignment with global standards and business objectives. Continuously review and improve processes, manage major incidents, changes, and problems, and collaborate with IT teams to ensure consistent implementation globally. - Business Analysis: Work closely with IT teams, management, and customers to gather and document requirements for ITSM processes, translating business needs into actionable requirements for process enhancements. - Process Improvement & Optimization: Monitor process performance metrics and analyze data to identify inefficiencies, propose and implement process improvements, and lead initiatives for automating workflows and integrating processes with ITSM tools. - Stakeholder Management: Serve as the primary liaison between the ITSM team and IT teams, business stakeholders, and customers, ensuring alignment of service management processes with business objectives. Provide training and guidance to process users across the organization. - Tool and Technology Alignment: Collaborate with IT teams and vendors to ensure ITSM tools are configured and optimized to support global processes. Define and maintain reporting dashboards for transparency and continuous improvement. Qualifications required for this role: - Education: Bachelors degree in Information Technology or a related field. - Experience: Minimum 3-5 years of experience in IT Service Management, with at least 2-3 years in process ownership or business analysis. Experience in global or multi-regional environments is desirable. - Technical Knowledge: Deep understanding of ITIL processes, practical experience in key ITSM processes, and proficiency in ITSM tools such