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ITSM Tool Development

2 months ago

Bengaluru, India Tata Consultancy Services Full time

ITSM Tool Development



Should be able to design, document and implement and manage ITSM & SIAM processes

Should be able to define/design functional requirements for ITSM tools especially in BMC Helix

Should be able to end to integrated process workflows across tools and systems of IT Service Management

Should be able to communicate well and make presentations to international customers.

  • Project Management
  • Agile development (SCRUM)
  • Configuring BMC Remedy / Servicenow / Other Industry standard ITSM tools
  • Understanding of monitoring and automation systems
  • Understand over all end to IT Service delivery and operations requirements and related tools and process solution.
  • Understand customer ITSM process and build interface of those processes with TCS Service Management process
  • Responsible to define functional requirements for tool integration setup
  • Responsible to define KPI and setup reports and dashboards for customer ITSM landscape
  • Responsible to review ITSM performance of a customer engagement and suggest regular ITSM based improvements

Minimum 4 years of experience using any ITSM tools like BMC Remedy, Helix, ServiceNow etc.

Minimum 3 years of experience designing and implementing ITSM tool workflows

Preference to ITIL Intermediate