IT Support Delivery Manager

3 days ago

alappuzha, India beBeeServiceManagement Full time

Job Role OverviewThe IT Service Management Specialist is responsible for delivering top-notch support to Managed Services tool sets and associated processes. This entails providing daily operational assistance and ensuring timely management of client access requests.This position demands a strong background in supporting external customer-facing systems, as well as an understanding of IT service management principles and best practices.Acts as Subject Matter Expert (SME) regarding technical and functional design requirements, general data concepts, mapping, and relationships.Troubleshoots and resolves issues related to Service Now.Provides administrative support for users, roles, and groups.Offers technical assistance for existing ServiceNow environments, applications, and modules.Platform Management – Defines and maintains process and procedure documentation to support Service Operation excellence.Develops and maintains key artifacts for operational support (process and procedure documentation, workflows, checklists, etc.).Promotes training and guidance to support teams, including new hire onboarding, and new feature adoption.Key Responsibilities:Supports end users and key stakeholders in a timely and professional manner to facilitate daily operations.Maintains and reviews the effectiveness and efficiency of all ITSM processes.Supports the upgrades and evolution of ServiceNow.Maintains watch over assignment group queues in ServiceNow and proactively assumes ownership of incidents and requests.Collaborates with other members of the Platform team on an as-needed basis to ensure that the design and processes meet technical requirements.Validates Service request requirements and works them to completion in ServiceNow.Requirements:Excellent communication and customer service skills.Demonstrated ability to learn.A good understanding of ITIL methodologies.2-3 years of experience in the ITSM industry.

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