VAlignIt Technologies Private Limited | ITSM Consultant | hyderabad
3 weeks ago
Job Type: (Full-time/Contract)
Job Overview:
We are seeking an experienced ITSM Consultant to support and manage the implementation, configuration, and administration of the ITSM (IT Service Management) platform. The ideal candidate will have deep expertise in the full ITSM stack, including Incident, Problem, Change, Release, Service Level Management (SLM), Asset Management, Software Asset Management (SAM), and CMDB. The consultant will also be responsible for integrating business workflows, optimizing the end-user digital portal, and ensuring optimal platform performance.
This role requires a strong understanding of ITIL best practices and a proactive approach to managing ITSM tools and services in a dynamic environment. The consultant will work closely with internal teams and external vendors to resolve escalated issues and ensure that all ITSM processes run smoothly.
Key Responsibilities:
ITSM Configuration & Administration:
Configure and build the full ITSM stack including Incident, Problem, Change, Release, SLM, Asset Management, SAM, CMDB, and unified end-user digital portals.
Administer and maintain the ITSM tools platform, ensuring optimal performance and uptime.
Support day-to-day administration, including adding support groups, users, and managing permissions.
Provide ongoing system troubleshooting and issue resolution.
Process & Workflow Management:
Implement, configure, and optimize business workflows, including case templates and automated tasks.
Develop and customize workflows and dynamic forms to meet business requirements.
Design and implement service catalogs and ensure integration with unified digital portals.
Configure and customize ITSM processes such as Incident Management, Change Management, Asset Management, and Knowledge Management.
Integration & Data Management:
Build new integrations using APIs, SOAP, REST, DB Link, and support integrations with LDAP, SSO, discovery tools, and other external systems.
Manage data migration and system upgrades to ensure smooth transitions.
Configure and manage foundation data and support multi-tenancy configurations.
Performance Monitoring & Reporting:
Monitor and analyze system logs for performance bottlenecks and resolve technical issues.
Provide weekly operational reports and dashboards to management, ensuring visibility into system performance and issue resolution.
Design and implement new reports and dashboards to meet business needs.
Customer Engagement & Support:
Work closely with customers to understand their business goals and requirements, ensuring ITSM solutions are aligned with these goals.
Serve as a product enhancement advocate, providing recommendations for improved platform performance.
Conduct regular reviews of open defects and requests for enhancements.
Drive critical issue management and resolve escalated support issues in collaboration with vendor support teams.
Collaboration & Knowledge Sharing:
Keep customers informed about new features and product updates.
Engage in knowledge sharing and training, including AI chatbot and social media channel integration.
Collaborate with project teams during the planning, development, and UAT stages to ensure smooth product releases.
Required Skills & Qualifications:
Experience & Expertise:
Proven experience in configuring and managing ITSM platforms, including Incident, Problem, Change, Release, SLM, Asset Management, SAM, and CMDB.
Strong knowledge of ITIL best practices and experience applying them to ITSM processes.
Demonstrated experience with ITSM tool administration, including user management, permissions, and performance optimization.
Hands-on experience with API integrations, web services (SOAP/REST), LDAP, SSO, and other third-party integrations.
Experience in ITSM upgrade and data migration processes.
Strong skills in reporting and dashboard creation, with the ability to customize based on business needs.
Technical Skills:
Expertise in building and managing workflows, dynamic forms, and service catalogs.
Advanced knowledge in business workflow configuration, case management, and automated task creation.
Proficiency in designing and managing unified end-user digital portals and service catalogs.
Experience with ITSM troubleshooting, including identifying root causes through log analysis.
Knowledge of UI design principles and catalog design for user portals.
Soft Skills:
Excellent problem-solving abilities with a strong attention to detail.
Strong communication skills to engage with customers, vendors, and cross-functional teams.
Ability to work independently and as part of a collaborative team.
Demonstrated ability to manage multiple priorities and meet deadlines.
Education:
Bachelor’s Degree in Computer Software Engineering, Computer Science, or a related field.
Additional Qualifications:
Experience working with AI chatbots and social media integrations within ITSM platforms.
Experience with multi-tenancy configurations in ITSM tools.
Certifications in ITIL (e.g., ITIL v3 or ITIL 4) are highly desirable.
Preferred Qualifications:
Willingness to travel Riyadh KSA.
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hyderabad, India VAlignIt Technologies Private Limited Full timeJob Title: ITSM ConsultantJob Type: [Full-time/Contract]Job Overview:We are seeking an experienced ITSM Consultant to support and manage the implementation, configuration, and administration of the ITSM (IT Service Management) platform. The ideal candidate will have deep expertise in the full ITSM stack, including Incident, Problem, Change, Release, Service...
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hyderabad, India VAlignIt Technologies Private Limited Full timeJob Title: ITSM Consultant Job Type: (Full-time/Contract) Job Overview: We are seeking an experienced ITSM Consultant to support and manage the implementation, configuration, and administration of the ITSM (IT Service Management) platform. The ideal candidate will have deep expertise in the full ITSM stack, including Incident, Problem, Change, Release,...
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