IT Service Management Specialist

2 weeks ago


thoothukudi, India beBeeItsm Full time

Job Overview:This role entails the configuration, customization and maintenance of ITSM modules within a comprehensive platform. The incumbent will be responsible for implementing automation workflows, SLAs and integrations with other enterprise tools to optimize service management operations.Streamline service delivery processes through the development and refinement of ITSM processes aligned with industry best practices.Ensure consistency and continuous improvement across service management operations by identifying areas for enhancement and implementing corrective measures.Key Responsibilities:Collaborate with cross-functional teams to gather requirements and deliver scalable solutions that meet business needs.Provide training and support to end-users and internal teams on the effective utilization of the platform and its enhancements.Performance Metrics & Analysis:Develop dashboards and reports to track key performance indicators, SLA adherence and service performance metrics.Analyze trends to identify opportunities for improvement and reduce ticket resolution times.Platform Enhancement & Innovation:Explore and implement new features and third-party integrations to enhance platform capabilities.Support initiatives around self-service, knowledge management and AI-driven support to drive business efficiency.Requirements & Qualifications:The ideal candidate should possess 3–5 years of experience in ITSM roles, with at least 2 years hands-on experience in platform administration and configuration.A strong understanding of industry framework and service management principles is essential.Experience with automation, scripting and API integrations within the platform is highly desirable.Excellent problem-solving, communication and stakeholder management skills are necessary for success in this role.Certifications in industry frameworks or related platforms are an added advantage.



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