Job Description

: Implement/Standardize/Optimize ITIL? Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in Lead functional process implementations for designed/re-designed processes using ITIL? based ITSM tools like ServiceNow? Work closely with ServiceNow? technical team to implement the desired processes using Agile approach Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material Conduct operational trainings and follow organizational change management process Implement KPI measurement & reporting

Skills Required