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IT Service Management Specialist

2 weeks ago

Hyderabad, Telangana, India Genpact Full time
Job Description

We are seeking an experienced IT Service Management Specialist to join our team at Genpact. This role will be responsible for coordinating and following up on open changes, problems, and incident tickets to ensure timely resolution.

The ideal candidate will have a strong understanding of ITIL processes and best practices, as well as experience with Service Now System Administration. They will also possess excellent analytical and problem-solving skills, as well as strong communication and collaboration skills.

In this role, you will work closely with internal and external stakeholders to ensure that IT services align with business needs and industry best practices. You will also assist the ITSM manager in day-to-day activities and identify opportunities for continuous improvement and innovation within the IT service management framework.

Key Responsibilities:

  • Coordinate and follow up on open changes, problems, and incident tickets to ensure timely resolution
  • Improve data quality in Service Now by identifying and rectifying data discrepancies
  • Implement and support IT service management processes and procedures to improve efficiency and effectiveness of IT services
  • Document service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve service operations
  • Collaborate with internal and external stakeholders to ensure that IT services align with business needs and industry best practices
  • Assist the ITSM manager in day-to-day activities
  • Identify opportunities for continuous improvement and innovation within the IT service management framework

Requirements:

  • Experience in IT Service Management, preferably with Service Now
  • Strong understanding of ITIL processes and best practices
  • Experience with Service Now System Administration
  • Excellent analytical and problem-solving skills
  • Strong communication and collaboration skills
  • Working knowledge of Change Management, Incident-Request Management, and Problem Management