Service Management Specialist - Pune,Mumbai
- Prolim
- 8 - 12 years
- Pune
- 2 months ago
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Job Description
ITSM Service Now
- Ensures that the Service Catalog is published in a timely manner with accurate information about operational services
- Ensures that the appropriate views of the Service Catalog are provided to the right users
- Drives, improves and ensures End User adoption and acceptance of the service catalog
- Ensures that the information in the Service Catalog is consistent with information in the Service Portfolio
- Carries out the Process Owner & Manager responsibilities for the Service Catalog Management process & IT Configuration Management
- Oversee development of the IT service catalog, including service offering description and capabilities, service knowledge and service content.
- Actively involved in assembling services into bundles that make sense to IT customers.
- Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction of service consumption of IT services.
- Maintain day to day responsibility for the ownership and resolution (including escalation as may
- be necessary) of IT service catalog issues which arise in connection with IT service offerings.
- Co-ordinate service on-boarding process changes with service owners/managers.
- Create and maintain the catalog description of existing services.
- Ensure appropriate OLAs/SLAs are in place to support any new services.
- Provide regular reports on service performance and achievements.
- Collaborate in the defining and enhancing of services to achieve necessary levels of customer satisfaction, regulatory compliance and operational effectiveness.
- Assist in marketing the service catalog so customers are aware of the services available.
- Proactively identifies areas for improvement, shares lessons learned with the team and encourages others to do the same.
- Maintain IT Service Catalog reporting and support the PMO Director in their weekly reporting to management.
- Interact with Service Owners to determine their Service Portfolio KPI requirements and adjust the reporting to those business needs.
- Develop and document Service Catalog and Service Portfolio processes.
- Partner with the IT business partners and SMEs to create/improve process and service models which reflect appropriate request offerings for their business needs.
- Provide best practice configuration recommendations during design phases.
- Identify solution alternatives and make a recommendation as to the best implementation approach of the systems functions.
- Maintain day to day responsibility for the ownership and resolution (including escalation as may be necessary) of IT service catalog issues which arise in connection with IT service offerings.
- Co-ordinate service on-boarding process changes with service owners/managers.
- Create and maintain the catalog description of existing services
- Ensure appropriate OLAs/SLAs are in place to support any new services.
- Maintain IT Service Catalog reporting and support the PMO Director in their weekly reporting to management
- Interact with Service Owners to determine their Service Portfolio KPI requirements and adjust the reporting to those business needs.
- Develop and document Service Catalog and Service Portfolio processes
Knowledge & skills
- Cultural awareness in a global SMO/PMO team with an open, honest, respectful and fair interaction
- Support of company values on diversity and inclusion
- Strong customer service orientation
- Strong customer centric mindset ability to think outside of his focus area
- High level of personal motivation and a result oriented approach
- Excellent analytical and problem solving skills
- Strong verbal and written communication skills, ability to listen carefully and adapt quickly
- Fluent English skills are a must
Qualifications
- 8+ years of professional experience in a Service Management Organization
- 4+ years of professional Service Catalog and Portfolio management support
- Demonstrated experience of both Waterfall and Agile soft.
Job Classification
Industry: MiscellaneousFunctional Area: Miscellaneous
Role Category: IT Infrastructure Services
Role: IT Operations Management
Employement Type: Full time
Contact Details:
Company: ProlimLocation(s): Pune
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