- Understand business objectives and organizational requirements for IT Service Management (ITSM), IT Asset Management and assess existing support organization structure, capabilities, processes, and tools against them
- Participates in workshops with key stakeholders across dialogic to document current-state of processes, understand requirements, and produce functional specifications
- Ensure that ITSM policies and processes are documented for distribution to clients
- Implementation and enhancements of IT Service Management Tools at Customer place
- Perform after implementation support for IT Service Management
- Familiarity with REST APIs, integrations, and automation tools
- Valuable analytical and communication skills for stakeholder coordination
TECHNICAL SKILLS /COMPETENCIES:
MANDATORY
- Strong proven experience in IT Service Management
- Documented and implemented customer requirements and its solution
- Followed ITSM best practices
- Implemented enterprise ITSM platform(s)
- Experience on IT 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.
SOFT SKILLS:
MANDATORY
- Positive attitude, committed to delivering outstanding work
- Navigates difficult and/or complex situations, maintain focus and brings clarity
- Communicates confidently and effectively at all levels of management, including executives
- Challenges established thinking and working practices