{"id":1490,"date":"2026-01-06T12:51:59","date_gmt":"2026-01-06T12:51:59","guid":{"rendered":"https:\/\/projectsdemo.link\/gioshr\/?post_type=awsm_job_openings&p=1490"},"modified":"2026-01-12T11:07:43","modified_gmt":"2026-01-12T11:07:43","slug":"offshore-lead-itsm-process-manager","status":"publish","type":"awsm_job_openings","link":"https:\/\/projectsdemo.link\/gioshr\/jobs\/offshore-lead-itsm-process-manager\/","title":{"rendered":"Offshore Lead & ITSM Process Manager"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.27.5″ custom_padding=”0px||20px||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.27.5″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” width=”100%” max_width=”1280px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_heading title=”Role Objectives” _builder_version=”4.27.5″ _module_preset=”default” title_level=”h2″ title_font=”Poppins|600|||||||” title_text_align=”left” title_text_color=”gcid-d0ab50b3-1b2f-42d1-bd1d-c0f17ad05e2b” title_font_size=”42px” custom_margin=”||10px|||” animation_style=”flip” animation_duration=”1300ms” hover_enabled=”0″ title_text_align_tablet=”left” title_text_align_phone=”left” title_text_align_last_edited=”on|phone” title_font_size_tablet=”48px” title_font_size_phone=”30px” title_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{%22gcid-d0ab50b3-1b2f-42d1-bd1d-c0f17ad05e2b%22:%91%22title_text_color%22%93}” sticky_enabled=”0″][\/et_pb_heading][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_font=”Inter||||||||” text_text_color=”#000000″ text_font_size=”16px” text_line_height=”30px” animation_style=”flip” animation_direction=”bottom” animation_duration=”1800ms” locked=”off” global_colors_info=”{}”]Establish and mature the Problem and Knowledge Management processes in alignment with ITIL best practices.<\/p>\n

Reduce business impact by identifying and eliminating recurring issues through effective root cause analysis.<\/p>\n

Build and maintain a reliable Knowledge Base that supports self-service, shift-left, and faster resolution of incidents[\/et_pb_text][et_pb_heading title=”Responsibilities” _builder_version=”4.27.5″ _module_preset=”default” title_level=”h2″ title_font=”Poppins|600|||||||” title_text_align=”left” title_text_color=”gcid-d0ab50b3-1b2f-42d1-bd1d-c0f17ad05e2b” title_font_size=”42px” custom_margin=”||10px|||” animation_style=”flip” animation_duration=”1300ms” hover_enabled=”0″ title_text_align_tablet=”left” title_text_align_phone=”left” title_text_align_last_edited=”on|phone” title_font_size_tablet=”48px” title_font_size_phone=”30px” title_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{%22gcid-d0ab50b3-1b2f-42d1-bd1d-c0f17ad05e2b%22:%91%22title_text_color%22%93}” sticky_enabled=”0″][\/et_pb_heading][et_pb_heading title=”Problem Management” _builder_version=”4.27.5″ _module_preset=”default” title_level=”h2″ title_font=”Kanit|600|||||||” title_text_align=”left” title_text_color=”#000000″ custom_margin=”||10px|||” animation_style=”flip” animation_duration=”1300ms” title_text_align_tablet=”left” title_text_align_phone=”left” title_text_align_last_edited=”on|phone” title_font_size_tablet=”48px” title_font_size_phone=”30px” title_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”][\/et_pb_heading][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Lead proactive and reactive Problem Management, ensuring high-quality RCA for major incidents.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Maintain the full Problem lifecycle: identification, logging, prioritization, investigation, resolution, and closure.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Monitor trends, identify systemic issues, and recommend preventive measures.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Collaborate with Service Owners, Incident\/Change Managers, and technical teams to drive permanent fixes.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Knowledge Management[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Own and evolve the Knowledge Management strategy and process.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Develop and maintain Knowledge Articles to ensure accuracy, relevance, and usability.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Champion a knowledge-first culture by embedding Knowledge-Centered Service (KCS) principles.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Enable self-service adoption through portals and automation, reducing ticket volumes.[\/et_pb_blurb][et_pb_heading title=”Required Skills:” _builder_version=”4.27.5″ _module_preset=”default” title_level=”h2″ title_font=”Poppins|600|||||||” title_text_align=”left” title_text_color=”#000000″ custom_margin=”||10px|||” animation_style=”flip” animation_duration=”1300ms” hover_enabled=”0″ title_text_align_tablet=”left” title_text_align_phone=”left” title_text_align_last_edited=”on|phone” title_font_size_tablet=”48px” title_font_size_phone=”30px” title_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}” sticky_enabled=”0″][\/et_pb_heading][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]15+ years of IT experience, with significant expertise in Problem and Knowledge Management.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Strong knowledge of ITIL v3\/v4 frameworks (certification preferred).[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Proven hands-on experience with ServiceNow or equivalent ITSM platforms.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Excellent root cause analysis and problem-solving abilities.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Strong communication and stakeholder management skills, able to influence across global teams.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Experience in knowledge governance and Knowledge-Centered Service (KCS).[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Ability to analyze data, create meaningful reports, and present to senior leadership.[\/et_pb_blurb][et_pb_blurb use_icon=”on” font_icon=”||fa||900″ icon_color=”gcid-30fa2961-2175-495a-a8ae-b5f85995e0da” icon_placement=”left” image_icon_width=”25px” content_max_width=”100%” _builder_version=”4.27.5″ _module_preset=”default” header_font=”Kanit|600|||||||” header_text_color=”#000000″ body_font=”Inter||||||||” body_text_color=”#000000″ body_font_size=”16px” custom_margin=”||23px|||” animation_style=”flip” locked=”off” global_colors_info=”{%22gcid-30fa2961-2175-495a-a8ae-b5f85995e0da%22:%91%22icon_color%22%93}”]Strong organizational skills, with the ability to manage multiple priorities in a global IT environment.[\/et_pb_blurb][et_pb_heading title=”Required Skills:” _builder_version=”4.27.5″ _module_preset=”default” title_level=”h2″ title_font=”Kanit|600|||||||” title_text_align=”left” title_text_color=”#000000″ custom_margin=”||10px|||” animation_style=”flip” animation_duration=”1300ms” title_text_align_tablet=”left” title_text_align_phone=”left” title_text_align_last_edited=”on|phone” title_font_size_tablet=”48px” title_font_size_phone=”30px” title_font_size_last_edited=”on|phone” locked=”off” global_colors_info=”{}”][\/et_pb_heading][et_pb_text _builder_version=”4.27.5″ _module_preset=”default” text_font=”Inter||||||||” text_text_color=”#000000″ text_font_size=”16px” text_line_height=”30px” animation_style=”flip” animation_direction=”bottom” animation_duration=”1800ms” locked=”off” global_colors_info=”{}”]Bachelor\u2019s degree in information technology, Computer Science, or a related field.<\/p>\n

Certifications such as ITIL Intermediate\/Expert, PMP, or relevant industry certifications are desirable.[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

Establish and mature the Problem and Knowledge Management processes in alignment with ITIL best practices. Reduce business impact by identifying and eliminating recurring issues through effective root cause analysis. Build and maintain a reliable Knowledge Base that supports self-service, shift-left, and faster resolution of incidentsLead proactive and reactive Problem Management, ensuring high-quality RCA for major […]<\/p>\n","protected":false},"author":1,"template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"\n

Role Objectives:<\/h2>\n\n\n\n

Establish and mature the Problem and Knowledge Management processes in alignment with ITIL best practices.<\/p>\n\n\n\n

Reduce business impact by identifying and eliminating recurring issues through effective root cause analysis.<\/p>\n\n\n\n

Build and maintain a reliable Knowledge Base that supports self-service, shift-left, and faster resolution of incidents<\/p>\n\n\n\n

Responsibilities:<\/h2>\n\n\n\n

Problem Management<\/h2>\n\n\n\n