Delivery

Mumbai

Permanent

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 excellent 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

📌 ITSM Consultant (Mumbai)
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📍 Mumbai