IT SM Process & Tool Manager

Job Description:

Welcome to Kanadevia Inova, a global innovation leader in the waste infrastructure space, where we believe in creating a sustainable future through technology and innovation.
Transforming Waste into Value
At Kanadevia Inova, we pride ourselves on being at the forefront of waste-to-X technology. We are not just waste managers; we are creators of value from what communities discard. Your role at Kanadevia Inova directly contributes to turning something once considered useless - waste - into something invaluable: energy, heat, hydrogen, fertilizer, and beyond.

* Own and continuously improve the ITSM tool (USM), ensuring alignment with ITIL processes and business needs.
* Act as the main point of contact; manage the roadmap, backlog, and enhancements of the ITSM platform.
* Configure and administer ITSM modules (Incident, Request, Change, Problem, CMDB), including workflows, SLAs, and automation.
* Drive process enablement and standardization across teams; collaborate with stakeholders and support audits/compliance.
* Deliver reporting and insights, coordinate releases with vendors, and provide training/documentation for users

Candidate Requirements:

* 3-7 years in ITSM/Service Desk/IT ops with hands-on ownership or administration of an ITSM tool.
* Strong knowledge of ITIL processes (Incident, Request, Change, Problem) and ITIL Foundation (preferred).
* Proven experience in ITSM configuration (modules, workflows) and translating business needs into system solutions.
* Experience with reporting, dashboards, and data analysis within ITSM tools.
* Strong analytical, communication, and structured working style; able to balance operations with continuous improvement