Responsibilities:
As part of the GSC-NSC IT Infrastructure Team, you will support strategic and transformational initiatives from an ITSM SME perspective, including:
- Support the development of IT organizations and Business-as-Usual (BAU) support.
- Design and implement support models for various cloud-based services supporting end users and applications.
- Provide comprehensive coverage of all ITSM areas with focus driven by evolving business needs.
- Support and improve Service Management processes such as Problem Management, Knowledge Management, Service Request Fulfilment, and IT Service Catalogue Management.
- Assist with Change Management, Incident and Major Incident Management, License Management, Event Management, and Configuration Management as needed.
- Lead ITSM process improvement projects and transitions between ITSM ticketing tools, including process adjustments and establishing delivery frameworks.
- Participate in IT organization development initiatives.
- Provide hands-on ITSM process execution support when required.
- Remain flexible to handle emerging challenges within the Service Management organization.
Key Responsibilities:
- Problem Management: Identify, analyze, and resolve recurring incidents and problems; conduct root cause analysis and implement corrective actions; maintain problem management database.
- Knowledge Management: Develop and maintain a comprehensive, accurate, and accessible knowledge base; promote knowledge sharing and best practices.
- Service Request Fulfilment: Manage and coordinate the fulfilment of service requests; ensure completion within SLA; monitor and report on service request metrics.
- Support Other ITIL Processes: Assist in implementing and improving Incident Management, Change Management, and other ITIL processes; collaborate with IT teams for process integration; provide training and support on ITIL best practices.
Requirements:
- 7+ years of experience in ITSM roles within global organizations.
- Expertise with ITSM ticketing tools, preferably BMC Helix and/or ServiceNow.
- Proven experience in ITIL process management focusing on Service Request Fulfilment, Problem, and Knowledge Management.
- Excellent communication and interpersonal skills.
- Self-motivated with a get things done attitude.
- Strong attention to detail and willingness to learn.
- Ability to work effectively under pressure.
- Demonstrated ability to manage complex ITSM projects end-to-end.
- Collaborative team player with strong analytical and problem-solving capabilities.
- Proficiency in ITIL tools and software.
- Excellent organizational and multitasking skills.
