CERTIFICATIONS:

High-level ITSM qualification (e.g., ITIL, ISO20000, COBIT) 

EXPERIENCE:

Minimum 4+ Years’ experience in implementation of ITSM (Ivanti)

RESPONSIBILITIES (INCLUDES ALL TASKS):

• Understand business objectives and organizational requirements for Service Management (SM) 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
• Help transform business and technical requirements into implementation plans. document requirements, develop functional specifications, maintain architecture / integration documentation

TECHNICAL SKILLS /COMPETENCIES:

OPTIONAL

• Strong proven experience in IT Service Management implementations
• Experience with Enterprise Service Management components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Event Management, etc.
• Good understanding of IT service processes and technologies in line with ITIL best practice.
• Experience in SQL Server installation, configuration and reports development using SSRS.
• Create and implement workflows, business rules, client scripts, data imports and exports on Ivanti Service Manager
• Organize and prioritize development effort, interfacing with vendors and management and coordinate with additional administrators
• Experience with documenting policies and procedures
• High-level ITSM qualification with ITIL intermediate certification and desirable to have ISO20000, COBI

SOFT SKILLS:

MANDATORY

• Positive attitude, committed to delivering great 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
• Managed third-party professional services