Siam

Key Job Requirements:

-
Education : BE/BTech/ME/MTech/MCA in computer science is preferred or related field in Engineering/Technology / Science
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Experience : 8+ years in IT having performed the roles of ITSM and SIAM
-
Work Location (Base Zensar Location) : Pune / Hyderabad / Bangalore.
-
Final Selection : Through EBRD client interview.

Job Description for Service Integration and Management Analyst Role

• We are looking for an

IT Professional having the expertise in handling

Continual Service Improvement(CSI) / Supplier Management / IT Service Performance Analysis with the following skills & disciplines

• 1.

Stakeholder Management - The SIAM role required the team to chair senior stakeholder meetings, and manage multiple challenging views/ and bring together harmonization, resolution and escalation to relevant areas to action accordingly.

• 2.

Strong understanding of all ITIL processes and disciplines - the SIAM role is also measuring and driving improvements across ecosystem and so will need to understand all ITIL disciplines, their purpose/ goals etc. and what good looks like in these processes e.g. know what operational excellence looks like in these processes

• 3.

Good understanding of IT performance related KPIs (qualitative & quantitative measures that drive efficiency & effectiveness)

• 4.

Strong skillset in Reporting - the role will involve

4.1.

Extracting data from Service Now

• 4.

2.

Creating performance reports (in PowerPoint etc.) which can include
Creating

balanced score cards to summarize & compare how suppliers and/or internal EBRD teams have performed
Creating CSI Plans capturing what performance or operational issues need to be addressed, impact and benefit realization
Reporting is a required skill whereby it's not just creating slides on numbers or volumes of tickets, it about ensuring the report demonstrates quality, efficiency, effectiveness

• 5.

Supplier Management - the role requires an understanding of how to measure and govern supplier performance - whilst continuing to build and maintain a good working relationships with them

• 6.

Proactive mindset & Can do attitude - ability to think outside the box to get things done and a can do attitude. Someone who doesn't think "we've always done it that way" or someone who doesn't try to follow the same procedures/ SLAs because that is what we've had in place previously with x team or x supplier. At times you will need to adapt and choose the best approach for that situation. This role requires constant evolving, improving processes & procedures which will result in increased service performance and operational excellence

• 7.

Communication skills - Good / excellent spoken and written communication skills are key to this role.

Primary Location:
India

Job Posting:
Nov 8, 2023

Experience Required (In Years):

Minimum

• 8

Maximum

• 10

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