ITSM Expert for IT Service Management

3 days ago

Hyderabad, Telangana, India VAlignIt Technologies Private Limited Full time

About the Role:

VAlignIt Technologies Private Limited is seeking an experienced ITSM Expert to support and manage the implementation, configuration, and administration of our IT Service Management (ITSM) platform.

This role requires a strong understanding of ITIL best practices and a proactive approach to managing ITSM tools and services in a dynamic environment. The expert will work closely with internal teams and external vendors to resolve escalated issues and ensure that all ITSM processes run smoothly.

Key Responsibilities:

  • ITSM Configuration & Administration: Configure and build the full ITSM stack including Incident, Problem, Change, Release, SLM, Asset Management, SAM, CMDB, and unified end-user digital portals.
  • Administer and maintain the ITSM tools platform, ensuring optimal performance and uptime.
  • Support day-to-day administration, including adding support groups, users, and managing permissions.
  • Provide ongoing system troubleshooting and issue resolution.

Process & Workflow Management:

  • Implement, configure, and optimize business workflows, including case templates and automated tasks.
  • Develop and customize workflows and dynamic forms to meet business requirements.
  • Design and implement service catalogs and ensure integration with unified digital portals.
  • Configure and customize ITSM processes such as Incident Management, Change Management, Asset Management, and Knowledge Management.

Integration & Data Management:

  • Build new integrations using APIs, SOAP, REST, DB Link, and support integrations with LDAP, SSO, discovery tools, and other external systems.
  • Manage data migration and system upgrades to ensure smooth transitions.
  • Configure and manage foundation data and support multi-tenancy configurations.

Performance Monitoring & Reporting:

  • Monitor and analyze system logs for performance bottlenecks and resolve technical issues.
  • Provide weekly operational reports and dashboards to management, ensuring visibility into system performance and issue resolution.
  • Design and implement new reports and dashboards to meet business needs.

Customer Engagement & Support:

  • Work closely with customers to understand their business goals and requirements, ensuring ITSM solutions are aligned with these goals.
  • Serve as a product enhancement advocate, providing recommendations for improved platform performance.
  • Conduct regular reviews of open defects and requests for enhancements.
  • Drive critical issue management and resolve escalated support issues in collaboration with vendor support teams.

Collaboration & Knowledge Sharing:

  • Keep customers informed about new features and product updates.
  • Engage in knowledge sharing and training, including AI chatbot and social media channel integration.
  • Collaborate with project teams during the planning, development, and UAT stages to ensure smooth product releases.

Required Skills & Qualifications:

Experience & Expertise:

  • Proven experience in configuring and managing ITSM platforms, including Incident, Problem, Change, Release, SLM, Asset Management, SAM, and CMDB.
  • Strong knowledge of ITIL best practices and experience applying them to ITSM processes.
  • Demonstrated experience with ITSM tool administration, including user management, permissions, and performance optimization.
  • Hands-on experience with API integrations, web services (SOAP/REST), LDAP, SSO, and other third-party integrations.
  • Experience in ITSM upgrade and data migration processes.
  • Strong skills in reporting and dashboard creation, with the ability to customize based on business needs.

Technical Skills:

  • Expertise in building and managing workflows, dynamic forms, and service catalogs.
  • Advanced knowledge in business workflow configuration, case management, and automated task creation.
  • Proficiency in designing and managing unified end-user digital portals and service catalogs.
  • Experience with ITSM troubleshooting, including identifying root causes through log analysis.
  • Knowledge of UI design principles and catalog design for user portals.

Soft Skills:

  • Excellent problem-solving abilities with a strong attention to detail.
  • Strong communication skills to engage with customers, vendors, and cross-functional teams.
  • Ability to work independently and as part of a collaborative team.
  • Demonstrated ability to manage multiple priorities and meet deadlines.

Education:

  • Bachelor's Degree in Computer Software Engineering, Computer Science, or a related field.

Additional Qualifications:

  • Experience working with AI chatbots and social media integrations within ITSM platforms.
  • Experience with multi-tenancy configurations in ITSM tools.
  • Certifications in ITIL (e.g., ITIL v3 or ITIL 4) are highly desirable.

Preferred Qualifications:

  • Willingness to travel Riyadh KSA.

Compensation:

We offer a competitive salary range of $100,000 - $150,000 per annum, commensurate with experience and qualifications.

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