Role Summary As the ITSM / Platform Specialist you will take ownership of our clients Hornbill Service Manager platform, optimising, extending and automating workflows to drive efficiency and service excellence across the organisation. You'll work closely with IT, operations and business teams to ensure ticketing, service catalogue, incident/change management, self-service and asset and processes meet business needs but with less manual effort and faster, more reliable delivery. Key Responsibilities Administer, configure and maintain the Service Manager platform (service desk, service catalogue, self-service portal, asset/CMDB, dashboards, reporting) to meet business requirements. Develop and implement automated workflows, integrations and codeless automations to reduce manual ticket handling, speed up request fulfilment, and support service orchestration to onboarding. Work with stakeholders (IT, operations, business units) to understand their service needs and translate them into Hornbill configurations or process improvements. Manage and optimise ITSM processes (incident, change, problem, request, asset management) in line with best practices. Monitor performance of service delivery maintain SLAs, generate and analyse reports/dashboards, produce metrics and trend analysis to highlight areas for improvement. Document configurations, workflows, known issues, change logs maintain up-to-date documentation for audits, future referenc...