Bengaluru, Karnataka
Job Summary
IT Process Expert Discovery Role Summary: He / she will work closely with the ITSM Process Manager for Discovery and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes. Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework. Creation and maintenance of Power BI reports is equally part of this role. The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team. Responsibilities: • Subject Matter Expert (SME) & Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team • Responsible for continuously improving the processes • Consultation in ITSM process management, guiding project teams on the process • Involved in designing and enhancing the processes and related digitalized workflows • Responsible for designing, building, and sharing the ITSM process reports in Power BI • Designs, develops and executes test cases using ServiceNow’s Automated Test Framework • Responsible for monitoring process execution for completeness and development and maintains necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level Qualifications: • Bachelor’s degree – IT or International Business • ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing
IT Process Expert Discovery Role Summary: He / she will work closely with the ITSM Process Manager for Discovery and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes. Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework. Creation and maintenance of Power BI reports is equally part of this role. The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team. Responsibilities: • Subject Matter Expert (SME) & Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team • Responsible for continuously improving the processes • Consultation in ITSM process management, guiding project teams on the process • Involved in designing and enhancing the processes and related digitalized workflows • Responsible for designing, building, and sharing the ITSM process reports in Power BI • Designs, develops and executes test cases using ServiceNow’s Automated Test Framework • Responsible for monitoring process execution for completeness and development and maintains necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level Qualifications: • Bachelor’s degree – IT or International Business • ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing
Key Responsibilities
IT Process Expert Discovery Role Summary: He / she will work closely with the ITSM Process Manager for Discovery and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes. Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework. Creation and maintenance of Power BI reports is equally part of this role. The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team. Responsibilities: • Subject Matter Expert (SME) & Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team • Responsible for continuously improving the processes • Consultation in ITSM process management, guiding project teams on the process • Involved in designing and enhancing the processes and related digitalized workflows • Responsible for designing, building, and sharing the ITSM process reports in Power BI • Designs, develops and executes test cases using ServiceNow’s Automated Test Framework • Responsible for monitoring process execution for completeness and development and maintains necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level Qualifications: • Bachelor’s degree – IT or International Business • ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing
Skill Requirements
IT Process Expert Discovery Role Summary: He / she will work closely with the ITSM Process Manager for Discovery and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes. Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework. Creation and maintenance of Power BI reports is equally part of this role. The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team. Responsibilities: • Subject Matter Expert (SME) & Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team • Responsible for continuously improving the processes • Consultation in ITSM process management, guiding project teams on the process • Involved in designing and enhancing the processes and related digitalized workflows • Responsible for designing, building, and sharing the ITSM process reports in Power BI • Designs, develops and executes test cases using ServiceNow’s Automated Test Framework • Responsible for monitoring process execution for completeness and development and maintains necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level Qualifications: • Bachelor’s degree – IT or International Business • ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing
Other Requirements
IT Process Expert Discovery Role Summary: He / she will work closely with the ITSM Process Manager for Discovery and update the delivered quality of documentation and training materials, process execution, audit readiness, and continuously support the process manager on monitoring, improving and enhancing the processes. Additionally, he/she will be responsible for resolving user support tickets as well as execute functional testing of enhancements and configure and update automated test cases using the tool’s Automated Test Framework. Creation and maintenance of Power BI reports is equally part of this role. The candidate will act as a digital process expert and a point of contact for the ITSM processes being part of the agile ITSM BizDevOps team. Responsibilities: • Subject Matter Expert (SME) & Point of Contact (POC) for ITSM processes across the organization and as back up and extended workbench to the corporate team and will be occasionally assigned to global projects within the IT Service Operations Management team • Responsible for continuously improving the processes • Consultation in ITSM process management, guiding project teams on the process • Involved in designing and enhancing the processes and related digitalized workflows • Responsible for designing, building, and sharing the ITSM process reports in Power BI • Designs, develops and executes test cases using ServiceNow’s Automated Test Framework • Responsible for monitoring process execution for completeness and development and maintains necessary KPIs to measure the team performance, Maintains KPIs to measure the processes performance and compliance level Qualifications: • Bachelor’s degree – IT or International Business • ITIL Foundation, ServiceNow User, Power BI, Scrum, Testing
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