Competencies & Skills
- Complete knowledge & experience of ITIL V3 frameworks & processes.
- Good understanding of ITSM modules Incident Management, Problem Management ,Service Request / Request Fulfllment , Change Management , Service Level Management , CMDB & CI Management
- Have hands-on experience in authoring the ITSM process flows ( visio , excel etc ) , Detailed Process write ups ( Customer Operating Guides ) and writing Standard Operating Procedures .
- Hands-on Experience on ITSM tools (Remedy/HPSD/HPSM/Clarify / Service Now ,CA Service Desk etc ) having clear understanding of various tool features, concepts , tool parameters ,understanding of the significance of the data fields, tables from the Data sources of the ITSM and NMS tools and utilize them for trending and utilise the outcome for
- prepare MIS reports and service management decks ( Operation Performance) for Senior Management and Customer stake holders.
- proactive problem management
- identify quality control areas of the service delivery.
- Experience in capturing, analyzing, plotting various reports
- Excellent in Advance MS Excel, Macros , MS PowerPoint , VB front end skills , MS Access or MS SQL Database Knowledge & certifications
- Excellent in analytical part, data analysis , databases queries, hands on experience on reporting tools/customize reporting, Database tools & Front end coding language .
- Reports presentation using Microsoft Power point or word.
- Should enjoy challenging and fast paced environment with a focus on quality, operational excellence.
- Should be able to contribute as an individual, as well as result driven, a self-starter and apt in effective prioritization.
education, qualifications, and certifications
Graduate in any discipline
ITSM
ITIL-v3 Foundation certification ( Mandatory )
ITIL-v3 Intermediate Stream Certification - Preferably in Service Operations , Continual Service Improvement .
Mandatory Tool Experience :
Excellent Knowledge & Hands on experience on the below :
- Advance MS Excel along with Macros
- VB front end coding skills
- MS Access / MS SQL Database ( Atleast one )
- MS PowerPoint
- MS Visio
- ITSM Tool understanding (atleast one or more ) - Remedy , HPSM, Service Now , Clarify .
Optional Tool Experience :
- Exposure in any one of the programming language like C , C++ , VC++ etc is desirable .
- High level understanding of any one Network Management Tool ( NMS ) Manage Engine , Solar Winds , NetIQ etc is an added advantage.
