Responsibilities and Duties
Roles and Responsibilities
1 / Working experience in large ITSM transformation projects
2 / In depth knowledge & experience of ITSM implementation, upgrade, development, integration
3 / Deep understanding of ITSM tool architecture, workflows & processes 4 / Working experience in below areas :
a) ITSM (Incident, Problem, Change, Knowledge, Asset Management, Service Request Management, SLA, Release Modules)
c) Analytics & reporting
d) Integration of ITSM tool with 3rd party applications
e) AI, ML, Chabot, Cognitive Service Management
f) HLD, LLD preparation(g) Good communication (written & oral) & presentation skills, business analysis skills, self-initiated, quick learner.
5 / Good knowledge of ITIL ProcessesProject Management, Data Analysis and Reporting, Change Management, ITSM (IT Service Management).
Required Experience and Qualifications
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