Information Technology Specialist

About the role

Epsilon is seeking an experienced Information Technology Specialist to lead IT Service Management initiatives across its enterprise platforms. You will shape and optimize service processes, configure ITSM tools, and drive continuous improvement to support revenue‑generating systems.

Key responsibilities

• Design and implement ITIL‑based processes such as Incident, Problem, Change, Request, CMDB, and Knowledge Management.
• Lead service transitions from project delivery to steady‑state operations, ensuring readiness and risk mitigation.
• Configure and customize ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell) to meet process requirements and enable automation and reporting.
• Establish governance frameworks, monitor KPIs, compliance, and customer satisfaction.
• Drive continuous‑improvement initiatives based on performance data and stakeholder feedback.

Required profile

• Bachelor’s degree in Information Systems, Computer Science, or a related field.
• Minimum 8 years of IT Service Management experience, including at least 3 years in a leadership role.
• Strong knowledge of ITIL frameworks (v3 or v4) and proven ability to align services with business goals.
• Experience managing multi‑functional teams and delivering enterprise‑wide service improvements.

Required skills

• ServiceNow
• BMC Remedy
• Cherwell
• ITIL (certification preferred)

What we offer

• Opportunity to lead strategic ITSM initiatives that impact enterprise‑wide service delivery.
• Collaborative environment that values innovation, transparency, and continuous improvement.
• Exposure to cutting‑edge technologies such as automation and AI integrations within ITSM tools.