6 Idox India Jobs

The post holder will:

• Support contracted Idox services though our knowledge-based culture
• Provide overall support and administration for the service management platform ensuring that all performance, availability and organisation/service level agreements are met.
• Troubleshoot, determine root cause, and resolve Incidents, Service Requests and Change Requests relating to the platform, its interfaces, and integrations.
• Develop and configure the Service Management platform by building workflows, intelligent captures and business rules to ensure the efficient and accurate delivery of services.
• Develop custom scripts and integrations that enhance the service delivery and automation capabilities of the ITSM platform.
• Build and configure customer portals and interfaces to provide an optimised, world-class user experience that promotes and enables self-service 24/7.
• Ensure that all technical solutions are adequately tested, satisfy stakeholder requirements, and overall business objectives.
• Translate stakeholder requirements into technical solutions.
• Pro-actively monitor the service management platform and implement strong solutions in a timely manner ensuring that platforms are available in line with contract commitments.
• Liaise with 3rd party suppliers as appropriate including advocating on behalf of Idox for enhancements in line with our Continual Service Improvement and Automation aspirations.
• Embrace a knowledge-based culture ensuring that all processes are documented and shared as per our change management processes.
• Manage data securely, responsibly and effectively, continually promoting and administering system streamlining and efficiencies.
• Develop and distribute key performance indicators relating to the ITSM platform and deliverables via dashboards, reports and widgets.

Required Skills / Experience

• 2+ years experience configuring and administering an ITSM tool such as Hornbill, Service Now, Halo or Jira Service Manager.
• ITIL v4 Foundation certification or equivalent 2+ years experience working in an ITIL-based Service Management delivery framework.
• Experience with the support and administration of a Configuration Management database.
• Good understanding of technology developments and industry trends in Service Management.
• Possess the ability to communicate effectively in English with technical and non-technical stakeholders.
• Be able to work in a fast-paced environment with rapidly evolving targets and to prioritise work effectively.
• Be self-motivated, confident and decisive with a can do” attitude to administration and delivery.
• Be a good team player, working effectively with multiple stakeholders at a global scale.
• Experience of working as part of a team within a busy customer driven environment.
• Exposure to AGILE ways of working and Value Stream focused delivery.
• Ability to learn, understand, and apply new technologies and integrations
• Good working knowledge of MS 365, Webhooks, SQL, ESP Conditioning and Regex.  
• Knowledge of Cloud Automation including Hornbill, Jira, Salesforce, Hubspot, and Twilio.
• Experience of working closely with a UK, European or US IT services business would be advantageous