Technical Analyst, IT Service Management
Location
Mumbai | India
Job description
About our client:
Our Client operates in the Packaged Foods Industry, with its headquarters rooted strongly in the United States. It has its branches spread to more than 180 countries. They fall under the Fortune 500 Companies. Their core business is manufacturing and selling a broad range of convenience foods. It also is a well passed down legacy business, making a mark through history.
Responsibilities: - Understand the ITSM landscape and understand In-scope ITIL processes to be designed.
- Provide ITIL best practice service management consulting at a strategic, design, and operational level.
- Understand the specific Process requirements and gather the required inputs on people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors.
- Prepare the process definition plans, identify the reviewers and process sign-off mechanism.
- Author the Process documents and get them signed-off (include the required Process flows, diagrams) as per the agreed Template.
- Collaborate with the Tools team (Internal / Vendor) as required to customize the ITSM Tools in-scope.
- Review / Define KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics
- Design Reporting requirements and the Templates to be used for the same.
- Provide large-scale training sessions to all the audiences.
- Hand over the Processes to the Service Manager / Process Owners
- Propose the Service Improvement plans (SIPs),
- Good Understanding of ITSM modules in ServiceNow
Requirements: - Bachelor's degree in information technology, Computer Science, or a related field.
- 6-8 years of hands-on experience in delivering similar role for global product based or IT services companies.
- Process Knowledge: Incident Management, Problem Management, Change Management, Knowledge Management, Service Level Management
- Tools: xMatters, ServiceNow.
- Familiar with CPG Domain and Technology Landscape: SAP ECC/HANA, AEM, SalesForce, Anaplan, High Radius, Kantar, AWS Cloud technology
- Certifications: ITIL and CIS-ITM
- Proven track record of delivering similar capabilities.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal abilities.
- Ability to work collaboratively in cross-functional teams
Job tags
Salary
