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ITSM Architect

1 month ago

Bengaluru, India Wissen Infotech Full time

Job Description:

Role: Solution Architect

Location: Bangalore (Whitefield) - Hybrid

Experience: 15+ Years

Shift: 2nd Shift


Duties & Responsibilities:

  • Gather client requirements pertaining to IT services through consultation, workshops, and interviews.
  • Analyse client requirements and derive functional, non-functional, process, tools and technologies required to design solution
  • Design & build solution catering to client needs in adoption with industry best practices & cost effective solution(s)
  • Consulting and advising clients with optimum solutions adopting best practices across ITIL4, Agile, DevOps and Lean frameworks
  • Design solutions that encompasses service improvements & automations
  • Design & define best in class service delivery & operational processes in line with ITIL4 framework
  • Translate functional requirements to technical requirements with suitable ITSM tool e.g. ServiceNow
  • Drive ITSM projects from requirement gathering to delivery and roll out to end users
  • Assessment of IT Operations and general controls for various clients, analysing Gaps against Industry best practices and recommendations for service Improvements
  • Oversee Major changes, Transitions to ensure successful implementation new / amended functionalities on ServiceNow platform to end users
  • Enable automation and implementation of service management for global customers from diverse industries
  • Implementation of operational processes on ServiceNow / Any other ITSM tools
  • Implementing metrics & reports for measuring IT projects / programs
  • Handling multiple Transitions from External Customers, Incumbent vendors and Internal Customers
  • Training / Coaching End users with launch of new functions / modules roll out on ServiceNow
  • Design, develop and implement best practice processes for IT Service Management in the area of Service Catalog, Change Management, Configuration management, Incident Management, Problem Management, Access Control, Data Backup and Recovery.
  • Development and implementation of the processes and procedure in line with the ITIL requirements
  • Optimize & augment ServiceNow tool with service improvements & automations
  • Contribute to ITSM Presales, Solutioning, Transition & Delivery


Qualification

  • Degree in Computer Science or similar with focus on IT Service Management Projects
  • Overall IT experience of 10+ years
  • Minimum 5 years of experience in ITIL/ITSM process implementation preferably on ServiceNow
  • Must have exposure in implementing Service improvements / automations
  • Good understanding & hands on in implementing solutions that encompasses agile scrum, lean and DevOps principles.
  • Possess extensive subject matter expertise in IT Service Management Process development, customization and implementation
  • Experienced on ServiceNow tool with functional understanding of various modules such as Service Management, ITOM, Asset Management, HRIT, etc
  • Exposure to IT operations excellence / operations maturity will be added advantage
  • Understanding Project Management principles, Agile Scrum or PMI will be value adding
  • ITIL4 Practitioner / ITIL4 Managing Professional certified in any of the ITIL4 modules is preferred.


About Wissen

Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, and Canada, with best-in-class infrastructure and development facilities spread across the globe. We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies.


For more information visit:

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