1)-Design and implement ITIL processes in SysAid ITSM Tool (Incident, Change, Problem, Service Request,knowledge, configuration), Hands-on experience with SysAid ITSM tool.
2)-Knowledge of whole IT Service Management processes (Incident, Change, Problem, Service Request,knowledge, configuration) with Strong understanding of ITIL framework.
3)-Lead end-to-end implementation of SysAid ITSM solutions.
4)-Configure modules in SysAid such as:
Incident Management
Service Requests
Problem & Change Management
knowledge Management , configuration management.
5)-Integrate SysAid with:
Email systems
Network , database and monitoring tools
Support CMDB setup and configuration.
6)-Provide post-implementation support and enhancements
Create documentation and knowledge base content.
7)-Develop dashboards, reports, and KPIs
Analyse service performance and recommend improvements
Drive automation and process optimisation
