ITSM Analyst
- Varian Medical Systems
- 8 - 11 Years
- Pune
- 3 years ago
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Job Description
Together, we can beat cancer.
At Varian, we bring together the world's best talent to realize our vision of a world without fear of cancer. Together, we work passionately to develop and deliver easy-to-use, efficient oncology solutions. If you want to be part of this important mission, we want to hear from you.
We are hiring ITSM Analyst who will work as IT Services Specialist in Varian IT's international team.
Position Summary:Work as a IT Service Management Consultant to focus on Continuous Improvement of ITIL processes. Collaborate with Varian IT Infrastructure Support Services between the internal and external support organizations and the internal and external stakeholders. Prepare Dashboards for Processes maturity and Present Monthly Status to the Management
Major responsibilities:
- Work proactively with the internal and external Service Delivery organizations and stakeholders to ensure service quality and continuous improvements
- Participate and be an active part in scheduled service review meetings
- Work with Varian IT Managers and Service Desk Managers to continuously improve the quality of the IT Support Services
- Develop and maintain the realization of continuous IT Services improvement ideas
- Participate in assigned IT Services improvement projects.
- Execute regular internal process audits, analyse the results and propose changes and enhancements based on it
- Contribute to the knowledge base as required.
- Analyze available IT support related data and statistics to identify improvement areas
- Independently deliver assigned Continuous Improvement tasks on time
- Create IT Service delivery and performance reports
- Carry out other tasks assigned by the manager
- Handling high priority Incident on email request and perform operations Creation, Modification, Revocation, Daily Reports, Weekly Reports etc.
- Managing the life cycle of Major incidents, Incidents, problem and Service request end to end life cycles.
- Driving Major incidents (P1/P2) to resolution with the help of support teams.
- Sending the Notifications updates to customers and senior leaderships of current status of the Major incidents and customer impact details in the frequent intervals.
- Initiate bridge calls, drive communications and terms to ensure uptime of infrastructure with service levels -co-ordinate with multiple teams to get the issue resolved
- Responsible for the complete process adherence and handling of incidents according to SLAs.
- Coordination with suppliers, contractors, 3rd parties, etc. to ensure timely incident resolution and contractual fulfillment.
- Participate in the review of P1 & P2 incidents and Major Incident situations.
Education / Experience: Educational requirements and number of years related experience acquired before or with Varian Medical Systems (VMS)
Educational requirements: Degree in computer science or equivalent desirable
ITIL Practitioner or above certification desirable
Number of years related experience: Minimum 8 years related experience, minimum 5 years experience in a global environment
Knowledge:
Information Technology:
- Good knowledge and experience on IT service delivery and management principles and practice. Thorough understanding of ITIL processes and best practise.
- Experience in developing and maintaining various ITSM processes (Incident, Request, Change, Problem, Knowledge, Event, ServiceDesk, etc.)
- Experience in configuring and using ITSM tool ServiceNow
- Experience in gathering, analysing and reporting on IT Service delivery data
- Experience in using data analysis and reporting tools, especially MS Word, MS Excel, MS Powerpoint and BI tools.
Customers: Sound understanding of customers and their requirements.
Skills and personal attribute:
- Fluency in English, both written and spoken.
- Must be highly motivated and have a positive attitude.
- Excellent listening and customer service skills.
- Excellent communication, interpersonal and organisational skills.
- Must be a team player.
- Must be able to work independently.
- Must be mature and tactful.
- Understanding of commercial terms.
Training:
- The post holder will be expected to undertake training to ensure that his/her skills are current.
Fighting cancer calls for big ideas.
We envision a world without fear of cancer. Achieving this vision takes dedication and commitment from all of us, every single day. That's why we celebrate and value the distinctly beautiful and intersectional identities of each of our employees. We are a mirror of our patient-base, which allows us to innovate. Big ideas come from everywhere, and the best ideas are fostered by our unique individual experiences. At Varian, we encourage you to bring your whole self to work and believe your bold and authentic perspective will help to power more victories over cancer.
#TogetherWeFight
Employement Category:
Employement Type: Full timeIndustry: Medical Transcription
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: ITSM Analyst
Contact Details:
Company: Varian Medical SystemsLocation(s): Pune
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Varian Medical Systems
Our mission is to focus energy on saving lives. We equip the world with new tools for fighting cancer, taking X- ray images, and protecting our borders. Since the 1950s we have been producing tools that harness the power of X- ray energy to benefit humankind. In recent decades, we have pioneered ...
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