Rackspace Technology is seeking an ITSM Specialist to manage and enhance IT Service Management processes, specifically Incident Management (IM), Problem Management (PM), and Knowledge Management (KM), based on ITIL frameworks. The role involves defining and maintaining process documents, procedures, guidelines, standards, and policies, ensuring their adherence across all HexaCloud teams. Key responsibilities include facilitating Major Incident Management, analyzing incident trends, documenting solutions in the knowledge database, monitoring process efficiency through KPIs, and recommending improvements. The specialist will also produce management information reports, review integration issues between processes, conduct post-incident reviews, chair review meetings, and manage escalations. Additionally, the role focuses on building organizational awareness of knowledge management principles, establishing KM as a business lever, ensuring appropriate IT enablers, identifying subject matter experts, coaching teams, and facilitating knowledge transfer sessions. Collaboration with internal teams and external partners on sharing ideas and work is also a part of the role, along with monitoring and improving IT tools for KM.