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Process Consulting Lead

4.00 to 10.00 Years   Bangalore   14 Sep, 2020
ITC Infotech India Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • Overall 4-10 years of experience
  • At least 3-5 years of experience in ITSM platforms, preferably HPSM
  • Experience in implementation & support of HPSM modules, such as
    • Incident Management
    • Change Management
    • Service Level Management
    • Service Catalog
    • Problem Management
    • Knowledge Management
    • LDAP/AD/Email/DB integration
    • 3 rd party tools/platform integration
    • CMDB, SA
  • Perform day to day administration of HPSM modules including changes to process and workflows.
  • Good understanding of ITIL processes.
  • Develop clear and concise technical & process documentation
  • Communicate HPSM processes, operations, and capability information to all levels of management effectively
  • Ensure proper communication and quick resolution as a crisis manager. Plan and schedule Changes, Coordinating with different stakeholders.
  • Perform RCA for Major Incidents related to his/her tower and follow quality/security process defined for the engagement.
  • Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents.
  • Maintain the integrity of the HPSM tool across production and non- production environments
  • Vendor coordination & prepare Weekly and monthly status reports
  • Participate in business meetings with various stake holders on a need basis
  • Work on the service improvement programs. Effort estimation/reviews on need basis for new projects
  • Demonstrated/proven hands-on experience with HPSM platform (at least 3 years)
  • Knowledge/experience in RAD, JavaScript, HTML, etc. is an added advantage
  • Experience with MSSQL Server
  • Experience in upgrade and implementation efforts across HPSM versions
  • Knowledge of integrating with internal and external applications and systems using APIs or web services
  • Take corrective actions based on the customer satisfaction surveys
  • Training of new team members. Able to work on Knowledge acquisition and updates to related documents
  • Experience on Crystal Reporting and Analytics/SSRS in HPSM
  • Ability to organize and prioritize projects as well as work effectively in a diverse technical team with minimal supervision
  • Ability to demonstrate analytical and problem solving skills
  • Strong written and verbal skills
  • Ability to work in an integrated team environment, consisting of contractor personnel, project managers and business analysts.
,

Keyskills :
ms sql serverservice level managementweb servicesnew projectsservice leveltrend analysisproblem solvingservice catalogproject managerswork effectivelychange managementbusiness meetingsproblem managementcorrective actionsincident management

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