ITSM Consultant

Job Title: ITSM Consultant

Job Purpose: Support & Implementation of Service Management Tools

Qualification: Computer Engineering Graduate

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

Experience: 5 Years

Responsibilities:

• Understand business objectives and organizational requirements for Service Management (SM), IT Asset Management 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

• Familiarity with REST APIs, integrations, and automation tools

• Good analytical and communication skills for stakeholder coordination

Mandatory:

• Strong proven experience in IT Service Management

• Designed IT service framework

• Defined service management strategy

• Documented policies and processes

• Thought leadership in ITSM best practices

• Implemented enterprise ITSM platform(s)

• Experience on 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.

• Experience in Development

• Experience in Database Tools and Reporting

• 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

• Managed third-party professional services

• Vendor management

• Contract negotiations

• Challenges established thinking and working practices