Provides education and enablement across ITSM processes, including Change, Major Incident, Incident, Problem, Request, Knowledge, Service Desk Operations, CMDB, Asset Management, ServiceNow capabilities, and related governance functions such as Observability, Contract Management, Time Tracking. The role reinforces adherence to approved policies and procedures, helps identify recurring compliance or data quality gaps, and supports the ITSM Service Optimization Manager in sustaining process improvements and reducing operational risk caused by inconsistent process execution.