Job Description

Job Summary:

The ITIL Service Operations & Customer Experience Specialist is responsible for managing end-to-end service delivery processes aligned with ITIL best practices, while ensuring seamless digital customer journeys through CRM, loyalty, and analytics platforms.

This role bridges traditional ITSM operations with modern data-driven customer experience management — leveraging tools like Mixpanel, AIOps, and CRM applications to monitor, analyze, and enhance user engagement and operational performance.

Key Responsibilities:
  • Manage ITIL-aligned Service Operations processes, including Incident, Problem, Change, and Event Management.
  • Collaborate with DataOps, AIOps, and Data Engineering teams to monitor, analyze, and enhance end-user journeys across digital touchpoints.
  • Utilize Mixpanel and other analytics tools to proactively track user behavior, identify fri...

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