ITSM Track Associate Specialist
- Hexaware
- 5 - 8 Years
- Noida, Gurugram
- 5 years ago
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Job Description
1. ITSM Functional Consultant
a. Implement/Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
b. Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios
c. Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
d. Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow
e. Work closely with ServiceNow technical team to implement the desired processes using Agile approach
f. Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
g. Conduct operational trainings and follow organizational change management process
h. Implement KPI measurement & reporting
2. Desired Skills:
a. Multiple ITIL Process Management or Process Management Lead experience
b. ITIL Foundation or Intermediate certified
c. ISO 20000 Auditor is plus
d. Project Management trained is preferred
e. Strong customer service orientation
f. Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
g. Comfortable with and effective using MS Office applications including Visio
h. Close attention to detail and accuracy
i. Deadline driven and results oriented
j. Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management
3. Essential Requirements:
a. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
b. Minimum IT experience required is 5 8 years out of which at least 4 6 years in ITIL process management or lead domain
c. Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow or Summit is preferred)
d. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
e. Proven people management skills for 2 5 people team
f. Excellent English communication skills, both written and verbal, including business writing skills
g. Experience of performance data analysis of ITIL processes
h. ServiceNow certification is preferred but not a must
i. Ability to work with all levels of client and internal resources
j. Ability to organize, delegate, and leverage resources to accomplish objectives
k. Supervisory skills and the ability to leverage support from other parts of the organization Organizational and time management skills
Employement Category:
Employement Type: Full timeIndustry: ITFunctional Area: ITRole Category: Software EngineerRole/Responsibilies: ITSM Track Associate SpecialistContact Details:
Company: HexawareLocation(s): Noida, Gurugram+ View Contact
Keyskills: ServiceNow Architec ServiceNow Developer ServiceNow Impor ServiceNow Integration
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Hexaware
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