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

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