Job Description
1. Role Overview
SIAM cum Multi-vendor ITSM Hardware Asset and Configuration coordinator would be responsible to coordinate processes across the technology tracks for a customer with 9x5 coverage (need to align to customer business hours and may need to provide on-call support)
2. Job Description:
a. Hardware Asset & Configuration Management
i. End-to-end responsibility of day-to-day Hardware & Configuration Management support
ii. The IT Asset & Configuration Coordinator coordinates the organization s IT assets & their relationship (i.e., hardware, virtual etc.) throughout their life cycle, from acquisition through final disposition. In addition, the IT Asset would be responsible to coordinate Asset/CI updates across the technology tracks for a customer in a multi service provider scenario.
iii. Coordinate with respective Service Provider s & Internal teams like Procurement for Hardware & Configuration Items to ensure updates to Asset Database & CMDB using controls like audits, reviews etc.
iv. Manage the CI to CI relationship with proper control.
v. Collect information for budgeting, inventory, contract summaries and cost comparisons.
vi. Ensure process adherence & compliance along with process/tool level integrations with other key processes like change, incident management etc.
vii. Manage acquisition, deployment, utilization, tracking, security, and final disposition of IT assets.
b. For All Process Areas
i. Maintain in-depth understanding of overall IT environment of customer as well as services provided by respective support groups with good command over various technology areas from functionality perspective
ii. Regularly assess & identify gaps in current process and suggest improvements
iii. Prepare/update training material & conduct operational trainings/refreshers whenever required
iv. Utilize implemented KPIs/SLAs for regular measurements & reporting
3. Desired Skills:
a. ITIL Foundation certified
b. Strong customer service orientation
c. Passion for analyzing problems, driving continuous performance improvement
d. Comfortable with and effective using MS Office applications
e. Close attention to detail and accuracy
f. Deadline driven and results oriented
g. Flexible attitude and ability to interact with a diverse business user community and changing environment
4. Essential Requirements:
a. Graduate (minimum), BE/B. Tech preferred
b. Practical experience of 3-4 years any other 2-3 ITIL processes
c. Hands-on work experience on at least one Service Management tools like ServiceNow, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow is preferred)
d. Excellent English communication skills, both written and verbal, including business writing skills
e. Experience of performance data analysis of ITIL processes
f. Ability to work with all levels of client and internal resources
g. Positive learning attitude and willing to work in team environment
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Customer Success, Service & Operations,
Role Category: Customer Success
Role: Customer Success Associate
Employement Type: Freshers
Contact Details:
Company: Hexaware Technologies
Location(s): Kolkata
Keyskills:
Procurement
Service management
Data analysis
Customer service orientation
Configuration management
Incident management
Budgeting
MS Office
Operations
Performance improvement
