*core responsibilities*:*assist in process improvements*- help identify opportunities for streamlining workflows, automating tasks, and improving documentation.*maintain process documentation*- document current service desk processes, workflows, performance metrics, sops, user guides, etc.maintain governance documentation for vendor onboarding, offboarding, and performance tracking*monitor sla adherence* - monitor and report on key performance indicators (kpis) and service level agreements (slas).ensure vendor processes are integrated in itsm workflows*create itsm reports and dashboards* - develop and maintain reports within servicenow performance analytics (or other reporting tools) to track key itsm metrics, providing insights to leadership.*collaborate with it and business teams* - collaborate with service desk teams, itsm tool administrators, and stakeholders to gather requirements and implement process enhancements.escalate and manage vendor-related service issues through formal itsm processes*support itsm training efforts* - assist in creating training materials and guiding users on itsm processes and servicenow functionality.*analyze itsm data trends* - identify recurring issues through data analysis and collaborate with teams to enhance long-term service efficiency.*qualifications*:- bachelor's degree in information technology, business administration, or related field.- 1+ years of experience working with itsm processes (incident, problem, change, major incident) or sd environments.- 1+ years of hands-on experience with servicenow itsm module (servicenow reporting experience is a plus).- knowledge of performance analytics and/or power bi (preferred but not required).- basic understanding of itil frameworks (certification is a plus).- familiarity with servicenow knowledge management module (preferred).- strong analytical and problem-solving skills.- excellent communication skills with both technical and non-technical audiences.- ability to prioritize tasks and meet deadlines in a fast-paced environment.- detail-oriented and eager to learn itsm best practices.