**Technical Service Delivery Lead**

2 weeks ago

tiruppur, India beBeeService Full time

Job Title:IT Service Management SpecialistThe IT Service Management Specialist will provide expert support for the Managed Services tool sets and supporting processes and procedures. This includes delivering daily operational support and managing ticket distribution to ensure all client access management requests are handled on time.This role involves providing Subject Matter Expert (SME) support for the ITSM ticketing system, collaborating with stakeholders, and ensuring the smooth operation of our Keystone Technical Support Center and ticket management systems.Responsibilities: Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationships. Troubleshoot and fix issues related to Service Now. Provide administrative support for users, roles, and groups. Provide technical support for the existing ServiceNow environments, applications, and modules. Maintaining and reviewing the effectiveness and efficiency of all ITSM processes. Support the upgrades and evolution of ServiceNow. Monitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requests. Work with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirements. Validate Service request requirements and work them to completion in ServiceNow. Participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements. Other Sys admin duties as assigned.Key Responsibilities and Challenges:As a key member of the Platform team, you will be responsible for defining/maintaining process and procedure documentation to support Service Operation best practices. Key responsibilities include: Building and maintaining key artifacts for operational support. Providing training and guidance to support teams, including new hire onboarding, and new features. System Audit requirements – regularly review access management to key systems to ensure that systems are secure and audit requirements are met (SOC audit). Designing, developing, and configuring workflows, forms, scripts, and underlying logic in ServiceNow. Contributing to QA strategy, including solutions for unit, regression, and acceptance testing. Collaborating on code integration/test/deployment. Maintaining ServiceNow certification and following the learning track. Regular participation in ServiceNow webinars and training sessions. Applying knowledge from ServiceNow training modules to improve processes. Regularly updating system plug-ins and applications for optimal performance and security. Performing system audits of business rules, error logs for integrations, and email transaction failures. Reporting and data analysis. Other process mgmt. activities as assigned.Requirements: Excellent communication and customer service skills. Proven ability to learn. Good understanding of ITIL methodologies. 2-3 years of ITSM industry experience. Experience working in the ServiceNow platform is a preference. Working knowledge of ServiceNow components, such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, and Release Management, is an asset.

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