ITSM Service Management Lead

3 days ago

Hyderabad India Tata Consultancy Services Full time

Job Description TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together. We are Hiring For ITSM Service Management Lead Required Information Details Role ITSM Service Management Lead Required Technical Skill Set Major Incident/Change/Problem/Knowledge Management / ServiceNow Request Management Module Desired Experience Range 8 - 12 years 5 Location of Requirement Hyderabad, India Desired Competencies (Technical/Behavioral Competency) Must-Have - Good Knowledge in driving Major incidents in the environment. - Should have knowledge in Change Management, driving CAB calls (Emergency, Major, Standard and Minor changes) - Good exposure on Problem Management, proactive analysis, permanent fixes with proper root cause analysis. - Should have good knowledge in Service Request Management - Configure, customize, and maintain the ServiceNow Knowledge Management module in alignment with organizational needs. - Develop and implement workflows, templates, and article structures to ensure a consistent and user-friendly knowledge base. - Oversee the creation, categorization, and curation of knowledge articles, ensuring accuracy, relevance, and compliance with organizational standards. - Establish and enforce content lifecycle processes, including review, approval, and archival mechanisms. - Partner with IT teams, subject matter experts (SMEs), and other stakeholders to identify knowledge needs and gaps. - Provide guidance to contributors on knowledge creation best practices and ServiceNow functionality. - Design and generate dashboards and reports within ServiceNow to track key performance indicators (KPIs) such as article usage, search effectiveness, and knowledge base health. - Develop and maintain a knowledge management strategy that aligns with ITIL practices and organizational goals. - Establish policies and guidelines for knowledge management practices, ensuring consistency and adherence across the organization. - Strong communication and interpersonal skills to engage effectively with stakeholders Good-To-Have 1. ITIL and Service Now/Fresh Service Certified System Administrator 2. Familiar with ServiceNow Module such as Major Incident, Problem, Change management and self-service portal Minimum Qualification: 15 years of full-time education

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