Itsm Consultant

Role & responsibilities

• Worked on IT Service Management processes, like Incident, Major Incident Management & Problem. Have hands-on experience of using ServiceNow tool & reports.
• Work directly with IT management to align ServiceNow with IT Organization strategy.
• Proven problem solving & troubleshooting abilities using strong analytical skills & creative thinking.
• Experience on maturing ITSM processes.
• Hands-on experience on Service design.
• Driven customer weekly/monthly performance meetings
• Knowledge on building ServiceNow dashboards.
• Automated reports
• Understanding of SLAs & OLAs
• Must have hands-on experience on excel and power point presentations.
• Functional knowledge on ITIL processes and best practices.

Skill Set:

• Must have minimum 5+ years of relevant experience in working on ITSM processes.
• Must have hands on experience managing and supporting the IT Service Management processes like Incident, Major incident management & Problem management
• Experience on ServiceNow tool
• Excellent communication skills to Interface and communicate frequently with various teams across the group to guide on ITSM process, took refresher trainings.
• Must have good understanding to improve already implemented process, suggest improvements to drive automation.
• Must have good working knowledge on ServiceNow dashboards & reports.
• Must be capable to identify and lead improvement programmes through ITSM, service delivery improvements, and process efficiencies.
• Well versed MS Office applications for reporting purposes.
• Security & Audit, Escalation Ticket handling, Helpdesk Ticket Coordination, Change management, Documentation, Reporting.
• Facilitate and manage end to end Incident Management Process.
• Drive the overall efficiency and effectiveness of the Incident Management process.
• Ensure management and customers are sufficiently informed about the Major Impacting Incidents.
• Ensures incidents resolution and management conform to process policies & standards.
• Provides input into important decisions regarding Incident Management supporting technology requirements.
• Responsible for the effective cooperation between Incident Management and other ITSM process managers.
• Monitoring and reporting the effectiveness of the Incident Management performance Recommend process improvement to the Incident Management Process Owner.
• End-to-end ownership of all incidents and requests including those that may need to be dispatched or escalated to more specialized entities for resolution
• Helpdesk and coordination support for business continuity, availability, and disaster recovery activities
• Helpdesk change management/change controls. (Problem resolution)
• Monitor Data Center Infrastructure and escalate services in case of issues