ITSM Consultant

Delivery

Mumbai

Permanent

Job Title: ITSM Consultant

Job Purpose: Support & Implementation of Service Management Tools

Qualification: Computer Engineering Graduate

Certification: High-level ITSM qualification (e.g., ITIL, ISO20000, COBIT)

Experience: 5 Years

Responsibilities

• Understand business objectives and organizational requirements for Service Management (SM), IT Asset Management and assess existing support organization structure, capabilities, processes, and tools against them
• Lead workshops with key stakeholders across dialogic to document current-state of processes, define future-state requirements, and produce functional specifications • Ensure that SM policies and processes are documented for distribution to clients
• Implementation of Service Management Tools at Customer place
• Perform after implementation support for Service Management
• Familiarity with REST APIs, integrations, and automation tools
• Good analytical and communication skills for stakeholder coordination

Mandatory

• Strong proven experience in IT Service Management
• Designed IT service framework
• Defined service management strategy
• Documented policies and processes
• Thought leadership in ITSM best practices
• Implemented enterprise ITSM platform(s)
• Experience on Service Management Implementation from Ivanti Service Manager
• Familiarity with REST APIs, integrations, and automation tools
• Experience on Ivanti, IMS Saphire, Symphony summit, Fresh Desk, Service Now, BMC Remedy / LANDesk Service desk. Proficiency in Ivanti preferred.
• Experience in Development
• Experience in Database Tools and Reporting
• Positive attitude, committed to delivering great work
• Navigates difficult and/or complex situations, maintain focus and brings clarity
• Communicates confidently and effectively at all levels of management, including executives
• Managed third-party professional services
• Vendor management
• Contract negotiations
• Challenges established thinking and working practices