LTIMindtree
Location
Mumbai | India
Job description
Location: Mumbai only Notice Period- Experience- 8-12yrs
ITSM Service Now • Ensures that the Service Catalog is published in a timely manner with accurate information about operational services • Ensures that the appropriate views of the Service Catalog are provided to the right users • Drives, improves and ensures End User adoption and acceptance of the service catalog • Ensures that the information in the Service Catalog is consistent with information in the Service Portfolio • Carries out the Process Owner & Manager responsibilities for the Service Catalog Management process & IT Configuration Management • Oversee development of the IT service catalog, including service offering description and capabilities, service knowledge and service content. • Actively involved in assembling services into bundles that make sense to IT customers. • Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction of service consumption of IT services. • Maintain day to day responsibility for the ownership and resolution (including escalation as may • be necessary) of IT service catalog issues which arise in connection with IT service offerings. • Co-ordinate service on-boarding process changes with service owners/managers. • Create and maintain the catalog description of existing services • Ensure appropriate OLAs/SLAs are in place to support any new services. • Provide regular reports on service performance and achievements. • Collaborate in the defining and enhancing of services to achieve necessary levels of customer satisfaction, regulatory compliance and operational effectiveness. • Assist in marketing the service catalog so customers are aware of the services available. • Proactively identifies areas for improvement, shares lessons learned with the team and encourages others to do the same • Maintain IT Service Catalog reporting and support the PMO Director in their weekly reporting to management • Interact with Service Owners to determine their Service Portfolio KPI requirements and adjust the reporting to those business needs. • Develop and document Service Catalog and Service Portfolio processes • Partner with the IT business partners and SME’s to create/improve process and service models which reflect appropriate request offerings for their business needs. • Provide best practice configuration recommendations during design phases. • Identify solution alternatives and make a recommendation as to the best implementation approach of the systems functions • Maintain day to day responsibility for the ownership and resolution (including escalation as may be necessary) of IT service catalog issues which arise in connection with IT service offerings. • Co-ordinate service on-boarding process changes with service owners/managers. • Create and maintain the catalog description of existing services • Ensure appropriate OLAs/SLAs are in place to support any new services. • Maintain IT Service Catalog reporting and support the PMO Director in their weekly reporting to management • Interact with Service Owners to determine their Service Portfolio KPI requirements and adjust the reporting to those business needs. • Develop and document Service Catalog and Service Portfolio processes Knowledge & skills • Cultural awareness in a global SMO/PMO team with an open, honest, respectful and fair interaction • Support of company values on diversity and inclusion • Strong customer service orientation • Strong customer centric mindset ability to think outside of his focus area • High level of personal motivation and a result oriented approach • Excellent analytical and problem solving skills • Strong verbal and written communication skills, ability to listen carefully and adapt quickly • Fluent English skills are a must Qualifications • 8+ years of professional experience in a Service Management Organization • 4+ years of professional Service Catalog and Portfolio management support • Demonstrated experience of both Waterfall and Agile software. Location: MumbaiJob tags
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