Responsibilities:
- Design, configure, and maintain the ITSM platform to support IT service management processes.
- Customize and configure the ITSM modules (Incident, Request Offering, Problem, Change, Service Catalogue, Asset Management etc).
- Develop and implement workflows, forms, templates, and business reporting within the ITSM platform according to business requirements.
- Implement and oversee integrations with various IT systems and tools, including monitoring systems, Identity and Access Management (IAM) solutions, asset management databases, and other business systems.
- Develop and implement workflows, forms, and reports within the platform.
- Ensure data accuracy and integrity within the ITSM system.
- Administer user access, roles, and permissions within the ITSM platform.
- Monitor system performance, troubleshoot issues, carry out application release testing and upgrades within the ITSM platform.
- Implement solutions to optimize performance and reliability for the wider service across the business for the ITSM platform.
- Collaborate with Business Teams to identify opportunities for process improvement and automation.
- Stay current with ITSM product updates, patches, and best practices.
- Develop and maintain documentation, including user guides and standard operating procedures (SOPs).
- Align ITSM processes with ITIL (Information Technology Infrastructure Library) best practices.
- Conduct regular reviews of the ITSM processes and suggest enhancements.
- Conduct monthly performance metrics and enhancement metrics for Senior Leadership.
Qualifications:
- At least 3-5 years of experience in IT discipline.
- Experience or exposure with ServiceNow or Customer Management
- Exposure ITIL process is a strong plus.
- Administrative knowledge of Databases, Windows, and Linux.
- Knowledge of backups and high availability database architectures a plus!
- Demonstrated troubleshooting skills.
- Knowledge of Network and Servers.
- Proficient in Oral Presentation and Written Communications skills.
- Ability to interact effectively with Peers, Project Leads, and Key Stakeholders.
- Attention to detail, effective Problem-Solving skills, and self-motivation expected.