ITSM Specialist Lead
Location: Hyderabad
Experience: 5-10 years
Work from Office Model
Immediate joiners preferred
Kindly share resume to [Confidential Information] with Sub of Problem Change Manager along with notice period.
Responsibilities
- Coordinate and follow up on open changes, problems, and incident tickets to ensure timely resolution.
- Improve data quality in ServiceNow by identifying and rectifying data discrepancies.
- Implement and support IT service management processes and procedures to improve efficiency and effectiveness of IT services.
- Document service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve service operations.
- Collaborate with internal and external stakeholders to ensure that IT services align with business needs and industry best practices.
- Assist the ITSM manager in day-to-day activities.
- Identify opportunities for continuous improvement and innovation within the IT service management framework.
Change Management:
- Support the development of an effective change management strategy based on situational awareness of the details.
- Manage the team Forward Work Plan in line with the Program Release Plan and effectively communicate where stakeholders may be affected by a change/outage.
- Collaborate with and develop strong relationships across all business areas and support teams.
- Create reports on key statistics to support process improvement and other recommendations to improve the change management process.
Problem Management:
- Coordinate with relevant teams to implement solutions and resolve problems.
- Oversee the entire problem management process from detection to resolution.
- Create and maintain accurate problem management records.
Coordinate with stakeholders to communicate about problem status and resolution
Preferred Qualifications/ Skills
- Experience in IT Service Management, preferably with ServiceNow.
- Strong understanding of ITIL processes and best practices.
- Experience with ServiceNow System Administration
- Excellent analytical and problem-solving skills.
- Strong communication and collaboration skills.
- Working knowledge of Change Management, Incident-Request Management, and Problem Management.
