Service Management Specialist

As a seasoned IT professional, we are seeking a skilled Service Management Specialist to join our team. In this critical leadership role, you will play a pivotal part in the overall growth and stability of our organization.

The ideal candidate will have a strong background in governing BMC Helix ITSM, with at least 14 years of experience in the field. They will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

This includes platform administration, AI-driven automations, optimizations, and integrations, as well as license management. The successful candidate will also be responsible for initiating and leading tool enhancements and automations for process improvements.

They will provide subject matter expertise in ITSM & CMDB tool architecture and service map configurations. Additionally, they will be accountable for request management and driving continuous improvement and volume reductions by adopting innovative and interactive technical solutions.

The specialist will lead KPI and reporting for all Service Management processes, manage vendors and contracts for BAU and project resources, and track their performance. They will also prepare annual team budgets and manage expenses for the Service Management team.

In this role, you will manage and mentor a team of technical resources to drive organizational objectives and platform stability. You will track and manage risk and audit items for the team, providing support for planning and achieving learning and development goals.

• Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improve the capability of the tool using AI to institutionalize IT Processes.
• Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.
• Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.
• Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
• SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.
• Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities.
• Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
• Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.

• Experience: At least 14 years of experience in governing BMC Helix ITSM.
• Knowledge: Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery. Working knowledge of Helix GPT is a must, with demonstrated ability to leverage AI technologies effectively in Service Management.
• Skills: In-depth understanding of Common data model and CMDB configuration. Experience in establishing Management Information System and license management. Strong understanding of UI/UX tools and HCD (Human Centric Design). Managed ITSM transformation programs. Designed, defined, and driven ITIL processes, preferably from Banking Industry. Significant experience in leading support for large, complex, multi-functional environments.

We offer a competitive salary and benefits package, including opportunities for career growth and professional development. Our team is collaborative and supportive, with a focus on delivering exceptional results.

As a Service Management Specialist, you will have the opportunity to work with a talented team of professionals who share your passion for IT excellence. We value diversity and inclusion, and strive to create a workplace that is welcoming and inclusive for everyone.

To apply for this exciting opportunity, please submit your resume and cover letter. We look forward to hearing from you