Service Management Associate
5 days ago
Roles and Responsibilities :
- Manage IT services and support requests, ensuring timely resolution of issues and effective communication with stakeholders.
- Develop and maintain accurate records of service incidents, problems, and changes using ITSM tools like PMO.
- Collaborate with cross-functional teams to identify areas for process improvement and implement changes to enhance efficiency.
- Provide regular reporting on service performance metrics, identifying trends and opportunities for optimization.
Job Requirements :
- Excellent communication skills as this being a client facing role.
- Proactive and proficient in MS office suite of tools – primarily MS Excel ( good knowledge of functions), MS Powerpoint, MS word etc.
- Knowledge of ITSM Process (Incident, Problem, Change)
- Good in creation of reporting such as WSR, MSR, SMR, and QBR
- Has knowledge of PMO – billing, allocations, resourcing, PCM
- Has knowledge of SLA's
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