Senior Product Specialist at DLK Group

Job Description

• We are looking for a highly experienced Senior Product Specialist to join our team and serve as a Subject Matter Expert (SME) for our IT Service Management (ITSM) solution. In this role, you will be responsible for the strategic configuration and enhancement of our ITSM tools, ensuring they meet the evolving needs of our organization and clients. Your extensive knowledge of ITIL practices, combined with your strong project management skills, will enable you to drive improvements and deliver exceptional service.

Duties and responsibilities:

• Act as the SME for the ITSM solution, providing expert guidance and support to internal teams and clients.
• Stay informed about industry trends, best practices, and emerging technologies in ITSM.
• Lead the configuration and customization of the ITSM solution to meet organizational and client-specific requirements.
• Identify opportunities for product enhancements and work closely with development teams to implement these changes.
• Manage project timelines, deliverables, and resources related to ITSM implementations and upgrades.
• Employ project management methodologies to ensure successful execution of projects and initiatives.
• Collaborate with cross-functional teams, including IT, operations, and customer support, to ensure alignment on product capabilities and requirements.
• Communicate effectively with stakeholders to gather requirements, provide updates, and address concerns.
• Develop and deliver training programs for internal teams and clients to enhance their understanding of the ITSM solution.
• Provide ongoing support and troubleshooting for users to ensure high levels of satisfaction.
• Create and maintain comprehensive documentation related to ITSM processes, configurations, and user guides.
• Prepare regular reports on product performance, user feedback, and enhancement initiatives.
• Ensure compliance with ITIL standards and best practices in all ITSM-related activities.
• Conduct regular reviews and audits of ITSM configurations to maintain data integrity and quality.

Requirements

Qualifications:

• National Diploma in IT or equivalent (mandatory).
• ITIL Intermediate Certification (mandatory).
• ITIL Managers/Expert Certification (advantageous).
• Project Management Certification (PMP, PRINCE2, or equivalent preferred).

Experience:

• 8+ years of relevant experience in IT Service Management, product support, or related roles.
• Proven experience in configuring and managing ITSM tools and solutions.