Job Title: ITSM Consultant
Job Purpose: Support & Implementation of Service Management Tools
Qualification: Computer Engineering Graduate
Certification: High-level ITSM qualification (e.g., ITIL, ISO20000, COBIT)
Experience: 5 Years
Responsibilities:
- Understand business objectives and organizational requirements for Service Management (SM), IT Asset Management and assess existing support organization structure, capabilities, processes, and tools against them
• Lead workshops with key stakeholders across dialogic to document current-state of processes, define future-state requirements, and produce functional specifications • Ensure that SM policies and processes are documented for distribution to clients
- Implementation of Service Management Tools at Customer place
- Perform after implementation support for Service Management
- Familiarity with REST APIs, integrations, and automation tools
- Good analytical and communication skills for stakeholder coordination
Mandatory:
- Strong proven experience in IT Service Management
- Designed IT service framework
- Defined service management strategy
- Documented policies and processes
- Thought leadership in ITSM best practices
- Implemented enterprise ITSM platform(s)
- Experience on Service Management Implementation from Ivanti Service Manager
- Familiarity with REST APIs, integrations, and automation tools
- Experience on Ivanti, IMS Saphire, Symphony summit, Fresh Desk, Service Now, BMC Remedy / LANDesk Service desk. Proficiency in Ivanti preferred.
- Experience in Development
- Experience in Database Tools and Reporting
- Positive attitude, committed to delivering great work
- Navigates difficult and/or complex situations, maintain focus and brings clarity
- Communicates confidently and effectively at all levels of management, including executives
- Managed third-party professional services
- Vendor management
- Contract negotiations
- Challenges established thinking and working practices
