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
Positive 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 skilled services
Vendor management
Contract negotiations
Challenges established thinking and working practices
📌 Itsm Consultant Mumbai
🏢 Intertec Systems
📍 Mumbai
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