Service Delivery Professional

1 week ago

thiruvananthapuram, India beBeeExpertise Full time

Job Title:IT Service Management SpecialistJob Summary:We are seeking a highly skilled IT Service Management Specialist to join our team. In this role, you will play a crucial part in providing support for managed services tools and processes.As an IT Service Management Specialist, you will be responsible for managing ticket distribution, ensuring client access management requests are handled on time, and providing subject matter expert (SME) support for the ITSM ticketing system.Key Responsibilities:Act as SME with respect to technical and functional design requirements, general data concepts, mapping, and relationshipsTroubleshoot and fix issues related to Service NowProvide administrative support for users, roles, and groupsProvide technical support for the existing ServiceNow environments, applications, and modulesMaintain and review the effectiveness and efficiency of all ITSM processesSupport the upgrades and evolution of ServiceNowMonitor assignment group queues in ServiceNow and proactively assume ownership of incidents and requestsWork with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirementsValidate Service request requirements and work them to completion in ServiceNowParticipate with operational teams to identify enhancement opportunities for improvement and work to implement enhancementsResponsibilities:Technical SupportThe successful candidate will provide technical support for the existing ServiceNow environment, applications, and modules. This includes troubleshooting and fixing issues related to Service Now.Process ImprovementThe candidate will maintain and review the effectiveness and efficiency of all ITSM processes. This involves monitoring assignment group queues in ServiceNow and proactively assuming ownership of incidents and requests.CollaborationWorking with other members of the Platform team, the candidate will ensure that the design and processes meet technical requirements. They will also participate with operational teams to identify enhancement opportunities for improvement and work to implement enhancements.Requirements:QualificationsThe ideal candidate will have a solid background in supporting external customer-facing systems and an understanding of IT service management principles and best practices. They should also have a good working knowledge of industry-leading IT help desk tools and trends.Skills and AbilitiesThe successful candidate will have excellent communication and customer service skills, proven ability to learn, and good understanding of ITIL methodologies.

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