Subject Matter Expert (Tools&Automation;)

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: ITIL, Service Management, Governance, CSAT, SLA, KPI, OLAs, Analytical Skills, Relationship Management, Managed Services

Job Summary
ITSM Specialist Major Accountability • Serve as an ITIL expert in the analysis / development of existing processes, procedures, and methods to promote effective business and systems operations through standardization, improvement, simplification, and discontinuance. • Must understand the overall setup of IT Services and roles played by various Service Providers, stakeholders. • Must understand the Supplier SOWs and KPIs and ensure services delivered as agreed. • Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements. • Setup required Governance to ensure process and operations performance is reviewed at various levels at an agreed frequency e.g., Daily, Weekly, Monthly, quarterly. • Regular review of CSAT, SLAs, KPIs, OLAs etc. • Ensure regular monitoring of SLAs/KPIs and intervention if SLAs are endangered. • Manage performance and set direction assign clear accountabilities, performance and expectations, review performance and address underperformance when needed. • Setup governance models for IT Service management and serve as escalation point for issues. The Ideal Candidate should have: • Extensive experience in working in a Service Management/ Delivery environment and planning and implementing ITIL / service management processes. • Knowledge of IT Infrastructure, dependencies. • Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets. • Strong analytical skills, and able to make sense of complex and logical problems quickly. • Ability to analyses a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome.



• Flexible approach to work with a focus on delivery to deadlines and high standards. • Extensive experience in managed services and service delivery setting including technical and service management exposure.

Major Accountabilities
Accountability Areas in Delivery & Operation • Provides highly valued strategic business consulting level support and guidance through key initiatives ensuring effective alignment of IT investment with business requirements. • Acts as trusted advisor driving decisions, priorities and relevant project information with both business stakeholders and colleagues across NBS IT • Has global accountability for the success of the IT services(s) and projects delivered to business in accordance with project goals, time scales and costs in compliance with Novartis methodologies • Ensures appropriate operational service documentation is created and accepted by stakeholders. • Proac
Key Responsibilities
ITSM Specialist Major Accountability • Serve as an ITIL expert in the analysis / development of existing processes, procedures, and methods to promote effective business and systems operations through standardization, improvement, simplification, and discontinuance. • Must understand the overall setup of IT Services and roles played by various Service Providers, stakeholders. • Must understand the Supplier SOWs and KPIs and ensure services delivered as agreed. • Ensure performance reports are published, analyze the root cause of performance shortfalls against committed SLA performance targets and tracked KPIs to initiate improvements. • Setup required Governance to ensure process and operations performance is reviewed at various levels at an agreed frequency e.g., Daily, Weekly, Monthly,



quarterly. • Regular review of CSAT, SLAs, KPIs, OLAs etc. • Ensure regular monitoring of SLAs/KPIs and intervention if SLAs are endangered. • Manage performance and set direction assign clear accountabilities, performance and expectations, review performance and address underperformance when needed. • Setup governance models for IT Service management and serve as escalation point for issues. The Ideal Candidate should have: • Extensive experience in working in a Service Management/ Delivery environment and planning and implementing ITIL / service management processes. • Knowledge of IT Infrastructure, dependencies. • Influential relationship management skills with stakeholders, colleagues, and users in pursuit of delivering high quality services whilst maintaining service targets. • Strong analytical skills, and able to make sense of complex and logical problems quickly. • Ability to analyses a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome. • Flexible approach to work with a focus on delivery to deadlines and high standards. • Extensive experience in managed services and service delivery environment including technical and service management exposure.

Major Accountabilities
Accountability Areas in Delivery & Operation • Provides highly valued strategic business consulting level support and guidance through key initiatives ensuring effective alignment of IT investment with business requirements. • Acts as trusted advisor driving decisions, priorities and relevant project information with both business stakeholders and colleagues across NBS IT • Has global accountability for the success of the IT services(s) and projects delivered to business in accordance with project goals, time scales and costs in compliance with Novartis methodologies • Ensures appropriate operational service documentation is created and accepted by stakeholders. • Proac
Skill Requirements
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Other Requirements
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📌 Subject Matter Expert (Tools&Automation) (Noida)
🏢 HCL Technologies
📍 Noida