HCLTech
Location
Noida | India
Job description
Job Description (Posting).
Service Management Process LeadSM Process Lead should take over the Management Process right after the transition stage and ownprocess maturity work on continual basis working closely with customer s Process Managers andOwners.i) Should have strong understanding of ITIL Processes and must have worked as ProcessManager for at least two or more ITIL Processes like Incident, Change Management, Asset &Configuration Management. Knowledge of Incident & Change Management is a must.ii) Process Maturity & Continual Service Improvementa. Focus on process maturity and not execute transactionsb. Participate with the Customer Process Managers/Owners in the responsibility of drivingProcess improvements along with handling enhancements in Process/Tools.c. Govern the Continual Service Improvement in conjunction with customers strategyd. Work as a Functional Consultant to provide Tool specific requirements for the Tool andwork closely with the customer, Tools Teamiii) Process Effectiveness and Process Governance Responsibilitiesa. Generate and publish process performance reports periodically, analyze the root causeof performance shortfalls against committed SLA performance targets and internallytracked KPIs to initiate improvementsb. Work with other Process Managers to insure common understanding among theprocess executing teams in relation to the process interfaces, the data and informationto be captured and process during the flow of work/activities across teamsc. Receive, analyze and incorporate feedback from customers that suggest improvementsiv) Process Awareness, Training and compliance responsibilitiesa. Provide detailed training along with the reference material to the process executionstaff from various technical domains on their specific responsibilities, records andcommunication that they must generateb. Communicate to the resolving groups, the importance of specific process activities andhow they can be best executed along with the information that they must log andupdate in the toolsc. Periodically audit the process transactions and records in order to identify and processcompliance issues and initiate corrective actionsd. Where approvals are required, educate the approvers on the criterion for approvingspecific transactionse. Actively participate in programs that identify process and service management (ITIL)training needs for the operations staffv) Should also be able to handle the work of Configuration ManagerSkill Profile for SM Leadi) ITIL Foundation is a must, ITIL Intermediate is preferredii) Coordination, negotiation, and persuasion skillsiii) Ability to work with all levels of client and internal resourcesiv) Strong oral and written communication skills with the ability to communicate technicalinformation in non-technical languagev) Ability to organize, delegate, and leverage resources to accomplish objectivesvi) Supervisory skills and the ability to leverage support from other parts of the organizationvii) Organizational and time management skills (1.) To ensure that callsor chats are addressed within agreed SLAs (2.) To resolve escalations in a timely manner adhering to the process and quality compliance (3.) To maintain attendance, leave reports , breaks and shift rosters (4.) To update knowledge base through accurate documentation and disseminating knowledge from analyses and reports prepared to team for facilitating effective performance of responsibilities (5.) To perform adhoc analyses, SIP activities and infrastructure management (6.) To ensure postive customer satisfaction and feedback Qualification B-Tech No. of Positions 1 Skill (Primary) CFS-SERVICENOW-OPERATIONS CONSULTANT Auto req ID 1330420BRJob tags
Salary
