Roles & Responsibilities
- Understand and assess the current ITSM/ESM/CSM business processes, tools, and operating model.
- Understand customer requirements, challenges, and business objectives, translate them to solution design by leveraging the features in ITSM tool.
- Maintain all project plans and ensure compliance with timeframe and collaborate with stakeholders for ITSM implementation process.
- Create project workflow for ITSM tool implementation processes and coordinate with required stakeholders.
- Develop the project milestones and tasks for core ITIL processes during ITSM tool implementation and provide an efficient interface with all stakeholders from project initiation till sign-off closure.
- Proficient in implementing, configuring, optimizing ITSM tool and automate business workflows on the ITSM platform.
- Ability to perform technical and presales support for ITSM solutions over mail, call and remote session.
- Integrate ITSM tool with third-party solutions and platforms.
- Perform user acceptance testing, transition, and knowledge transfer to customers.
- Proficient in writing SQL queries to generate custom reports, out of the box reports using BI tools.