About The Job
Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer to join the IT Service Management Office, providing expert operational oversight across various ITSM practices.
Key Responsibilities
- Monitor process performance across all ITSM practices and report on execution quality against defined standards.
- Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, and testing.
- Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, and automation coverage.
- Assure Incident Management execution: review categorisation and priority accuracy, record completeness, and resolution performance.
- Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions.
- Monitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis.
- Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness.
Requirements
Requirements
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
- Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise.
- Demonstrated experience assuring or operating multiple ITSM practices.
- ITIL Foundation certification is must.
- Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
- Proficiency with Power BI or comparable analytics tooling.
- Proficiency in scripting languages such as Python, PowerShell or Bash.
Preferred Qualifications
- Exposure to AI or generative AI technologies applied to operational workflows.
- Exposure to incident alerting platforms such as xMatters or PagerDuty.
Skills
ITILServiceNowPower BIPythonPowerShellITSM
Advantages
- Learning & development
- Transport
📌 Senior Enterprise Software Engineer - ITSM Operations & Governance (Pune)
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📍 Pune