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- Design, implement, and optimize ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
- Administer and support ITSM tools (e.g., BMC, ServiceNow, Jira Service Management) to enhance service delivery and reporting capabilities.
- Collaborate with IT and business teams to define service levels, create service catalogues, and ensure compliance with agreed-upon service level agreements (SLAs).
- Analyse service performance metrics and trends to identify areas for improvement and implement solutions.
- Collaborate with the sales team to understand client requirements and demonstrate how our ITSM solutions can address their specific needs.
- Prepare and deliver presentations, demos, and workshops to potential clients showcasing the capabilities and benefits of our ITSM tools.
- Facilitate training sessions and workshops to promote ITSM best practices and tool usage across the organization.
- Assist in the development and maintenance of ITSM documentation, including process flows, user guides, and knowledge articles.
- Participate in continuous improvement initiatives to enhance IT service quality and efficiency.
- 2-3 years of experience in Design, Implement or operations of IT Service Management tools or a related role, with a strong focus on ITSM tools and processes.
- Proficiency in ITSM platforms such as BMC, ServiceNow, Jira Service Management, or similar tools in deployment and operations.
- Understanding of ITIL (Information Technology Infrastructure Library) frameworks and best practices.
- Experience with incident, change, and problem management processes.
- Strong analytical and problem-solving skills, with the ability to manage multiple tasks effectively.
- Excellent communication and interpersonal skills, with a collaborative approach to working with teams.
- Experience integrating ITSM tools (e.g., ServiceNow, BMC, Jira) with other enterprise systems (e.g., monitoring tools, CRM, ERP).
- Proficiency in using APIs to connect ITSM tools with other applications to streamline workflows and data exchange.
- Familiarity with integrating third-party services or applications that enhance ITSM capabilities (e.g., chatbots for incident reporting).
- Proficiency in scripting languages (e.g., Python, PowerShell) to automate repetitive tasks and enhance ITSM tool functionality.
- Ability to design and implement automated workflows that enhance service delivery and reduce manual intervention.
- ITIL certification or other relevant ITSM tools certifications.
- Familiarity with automation tools and techniques to streamline ITSM processes.
- Experience in project management or agile methodologies.
- Design, implement, and optimize ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
- Administer and support ITSM tools (e.g., BMC, ServiceNow, Jira Service Management) to enhance service delivery and reporting capabilities.
- Collaborate with IT and business teams to define service levels, create service catalogues, and ensure compliance with agreed-upon service level agreements (SLAs).
- Analyse service performance metrics and trends to identify areas for improvement and implement solutions.
- Collaborate with the sales team to understand client requirements and demonstrate how our ITSM solutions can address their specific needs.
- Prepare and deliver presentations, demos, and workshops to potential clients showcasing the capabilities and benefits of our ITSM tools.
- Facilitate training sessions and workshops to promote ITSM best practices and tool usage across the organization.
- Assist in the development and maintenance of ITSM documentation, including process flows, user guides, and knowledge articles.
- Participate in continuous improvement initiatives to enhance IT service quality and efficiency.
- 2-3 years of experience in Design, Implement or operations of IT Service Management tools or a related role, with a strong focus on ITSM tools and processes.
- Proficiency in ITSM platforms such as BMC, ServiceNow, Jira Service Management, or similar tools in deployment and operations.
- Understanding of ITIL (Information Technology Infrastructure Library) frameworks and best practices.
- Experience with incident, change, and problem management processes.
- Strong analytical and problem-solving skills, with the ability to manage multiple tasks effectively.
- Excellent communication and interpersonal skills, with a collaborative approach to working with teams.
- Experience integrating ITSM tools (e.g., ServiceNow, BMC, Jira) with other enterprise systems (e.g., monitoring tools, CRM, ERP).
- Proficiency in using APIs to connect ITSM tools with other applications to streamline workflows and data exchange.
- Familiarity with integrating third-party services or applications that enhance ITSM capabilities (e.g., chatbots for incident reporting).
- Proficiency in scripting languages (e.g., Python, PowerShell) to automate repetitive tasks and enhance ITSM tool functionality.
- Ability to design and implement automated workflows that enhance service delivery and reduce manual intervention.
- ITIL certification or other relevant ITSM tools certifications.
- Familiarity with automation tools and techniques to streamline ITSM processes.
- Experience in project management or agile methodologies.