IT Service Management Specialist

3 days ago

Varanasi, Uttar Pradesh, India beBeeService Full time US$ 1,25,000 - US$ 1,75,000

As a key member of our team, you will be responsible for owning the service management platform and ensuring error-free operations in alignment with business needs and ITIL best practices.

Key Responsibilities
  • Platform administration and maintenance
  • Development and implementation of AI-driven automations, optimizations, and integrations
  • Licence management and compliance
  • Driving policies and procedures to platform governance
  • Initiate and lead tool enhancements and automations for process improvements
  • Provide subject matter expertise in the ITSM & CMDB tool architecture and service map configurations
  • Request management and drive continuous improvement and volume reductions by adopting innovative and interactive technical solutions
  • Lead KPI and reporting for all service management processes
Requirements
  • Self-driven individual with 14+ years of experience in governing BMC Helix ITSM
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery
  • The working knowledge of Helix GPT is a must with demonstrated ability to leverage AI technologies effectively in service management
  • In-depth understanding of Common Data Model and CMDB configuration
  • Experience in establishing Management Information System and licence management
  • Strong understanding of UI/UX tools and HCD (Human Centric Design)
  • Managed ITSM transformation programs
  • Designing, defining, and driving ITIL processes, preferably from banking industry
  • Significant experience in leading support for large, complex, multi-functional environments
  • Prior meaningful technology and business/industry work experience including experience in vendor management and finance management (budgeting/forecasting/expenses)
  • Experience with Scrum, Kanban, or other Agile development techniques
  • Ability to build positive relationships with own team, business, and technology partners

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