ITSM Lead @ Verint Systems

Principal Duties and Essential Responsibilities:

Architect, Design, Develop and Innovate: With a hands-on approach, lead the implementation of autonomous ITSM systems, introducing advanced capabilities like automated CAB processes, self-healing CMDBs, and predictive analytics.

Customer-Centric Innovation: Embed a customer-first philosophy in ITSM systems, ensuring that both internal staff and external users benefit from intuitive, responsive, and efficient services.

Modernization and Efficiency: Drive the evolution of ITSM practices into highly efficient, low-maintenance workflows, minimizing manual effort while enhancing service quality and reliability.

Strategic Enablement: Ensure ITSM systems enable teams to focus on high-value work by automating routine processes and eliminating bottlenecks.

Agile and Scalable Operations: Enhance service delivery in fast-paced, agile environments to meet and exceed customer expectations.

Collaborative Tech Leadership: Partner with remote and cross-functional teams to gather and prioritize requirements, ensuring alignment with organizational goals.

Data-Driven Insights: Leverage ITSM data to proactively improve user experiences, identify opportunities for innovation, and drive continuous service improvement.

Mentorship and Growth: Provide technology and technical guidance to ITSM team members, fostering a culture of customer obsession, innovation, and accountability.

Minimum Requirements:

Experience: Hands-on 3+ years in ITSM tech leadership roles or senior or principal individual contributor, delivering transformative outcomes in agile, customer-focused environments.

Expertise in ITSM Tools: Deep knowledge of ITSM platforms like ServiceNow [SA1] , Jira, etc. with hands-on experience in configuring and optimizing their capabilities.

Automation Proficiency: Demonstrated success in implementing automation to reduce manual intervention, including workflows, integrations, and decision-making algorithms.

ITIL Mastery: Extensive understanding of ITIL/ITSM frameworks and their adaptation to modern, autonomous systems. A certification in ITIL v4 and above is a must.

Customer Obsession: Proven track record of designing ITSM solutions with a strong focus on exceptional user experiences for both internal teams and external customers.

Exceptional Communication: Strong written and verbal communication skills, capable of articulating complex technical concepts to diverse audiences.

Collaboration Across Boundaries: Proven ability to work effectively with global, distributed teams.

Strategic Mindset: Skilled in identifying high-impact opportunities and aligning ITSM strategies with organizational goals.

Additional Requirements - Good to have:

• Familiarity with AIOps and its integration into ITSM practices to enable predictive and autonomous service management.
• Experience in leading ITSM transformations in DevOps or Agile environments.
• Certifications in, ServiceNow, or other relevant ITSM methodologies and platforms.

Principal Duties and Essential Responsibilities:

Architect, Design, Develop and Innovate: With a hands-on approach, lead the implementation of autonomous ITSM systems, introducing advanced capabilities like automated CAB processes, self-healing CMDBs, and predictive analytics.

Customer-Centric Innovation: Embed a customer-first philosophy in ITSM systems, ensuring that both internal staff and external users benefit from intuitive, responsive, and efficient services.

Modernization and Efficiency: Drive the evolution of ITSM practices into highly efficient, low-maintenance workflows, minimizing manual effort while enhancing service quality and reliability.

Strategic Enablement: Ensure ITSM systems enable teams to focus on high-value work by automating routine processes and eliminating bottlenecks.

Agile and Scalable Operations: Enhance service delivery in fast-paced, agile environments to meet and exceed customer expectations.

Collaborative Tech Leadership: Partner with remote and cross-functional teams to gather and prioritize requirements, ensuring alignment with organizational goals.

Data-Driven Insights: Leverage ITSM data to proactively improve user experiences, identify opportunities for innovation, and drive continuous service improvement.

Mentorship and Growth: Provide technology and technical guidance to ITSM team members, fostering a culture of customer obsession, innovation, and accountability.