Description

You will lead the implementation and continuous improvement of ITSM and ITOM processes and tools.

Responsibilities

• Develop and oversee a strategic roadmap to enhance ITSM services, processes, and tools.
• Champion ITSM and ITOM processes including Incident, Problem, Change, Request, Enterprise Monitoring, and CMDB.
• Provide technical and thought leadership for tool integrations and development.
• Analyze service performance metrics to drive process enhancements and service quality.
• Mentor service and process managers on ITSM and ITOM concepts.

Required Skills

• 5+ years of experience in ITSM and ITOM environments.
• Extensive experience with ServiceNow and SolarWinds.
• Proficiency in JavaScript, Web Services, and LDAP for ServiceNow implementations.
• Hands-on experience with CMDB and dependency management.
• Proven ability to map infrastructure components to business and technical services.
• Demonstrated experience leading process improvement and organizational change initiatives.
• Expertise in managing customer service and contact center performance.
• Ability to analyze data findings to develop actionable recommendations.
• Strong communication skills to explain complex procedures in simple terms.

Preferred Skills

• Experience in mapping infrastructure components to enhance service impact analysis.

Key Skills

Education

Any Graduate