ITSM Specialist Lead

ITSM Specialist Lead

Location: Hyderabad

Experience: 5-10 years

Work from Office Model

Immediate joiners preferred

Responsibilities

• Coordinate and follow up on open changes, problems, and incident tickets to ensure timely resolution.
• Improve data quality in ServiceNow by identifying and rectifying data discrepancies.
• Implement and support IT service management processes and procedures to improve efficiency and effectiveness of IT services.
• Document service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve service operations.
• Collaborate with internal and external stakeholders to ensure that IT services align with business needs and industry best practices.
• Assist the ITSM manager in day-to-day activities.
• Identify opportunities for continuous improvement and innovation within the IT service management framework.

Change Management:

• Support the development of an effective change management strategy based on situational awareness of the details.
• Manage the team Forward Work Plan in line with the Program Release Plan and effectively communicate where stakeholders may be affected by a change/outage.
• Collaborate with and develop strong relationships across all business areas and support teams.
• Create reports on key statistics to support process improvement and other recommendations to improve the change management process.

Problem Management:

• Coordinate with relevant teams to implement solutions and resolve problems.
• Oversee the entire problem management process from detection to resolution.
• Create and maintain accurate problem management records.

Coordinate with stakeholders to communicate about problem status and resolution

Preferred Qualifications/ Skills

• Experience in IT Service Management, preferably with ServiceNow.
• Strong understanding of ITIL processes and best practices.
• Experience with ServiceNow System Administration
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Working knowledge of Change Management, Incident-Request Management, and Problem Management.