It Engineer Service Management Analyst In Slk Group
Year Bengaluru, Karnataka, India
Job Description
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Service Management Analyst Experience:
- Experience: 6 to 12 years
- - We are looking for Service Management Analyst is responsible to program/project planning, defining, implementing, and documenting relevant processes, procedures and standards. Act as the Services Process Owner for the Incident, Request, Problem, Change, Asset and Configuration Management processes and workflows. Working relationship with customers and addressing customer queries on priority. Ensure SLAs are adhered to by the respective responsible team
- Location - Bengaluru
- Level - P3 (6 - 9 years of experience)
- Bachelors of Engineering
- 6 - 9 years of experience in technical support
- ITIL v3 0or V4certification
- Excellent communication skills (written and spoken ) - English
- Act as the Services Process Owner for the Incident, Request, Problem, Change, Asset and Configuration Management processes and the workflows associated with each.
- Develop, document and maintain Configuration Management Services procedures that meet requirements and adhere to defined policies
- Handling requests for configuration management activities
- Create/Maintain/Update Configuration documents - Process Guide, CI lifecycle flow, Orphan process, Config cheat sheet, Knowledge articles (IT config), Config Sharepoint
- Support Discovery activities related to configuration management
- Responsible for maintaining CI Class - Remove duplicate CI records that created from discovery tool for both physical and virtual Cis - Resolve issues created by discovery tool - Missing CI Maintaining Config Service Catalog and work with automation team
- Partner with adjacent services team leaders to deliver our service operations strategic plan and roadmap.
- Define, implement, and maintain the key performance indicators (KPIs) of the services including the generating and distributing of reports to measure the effectiveness and value of the services.
- Lead the Service Level Agreement Reporting and Distribution function.
- Participates in setting strategy for assigned ITSM processes and tool
- Supports management of the ITSM tool (ServiceNow)
- Provides recommendations and solutions to ensure ServiceNow CMDB is evergreen
- Assists with the governance of established processes as well as ones implemented
- Ensures successful ServiceNow CMDB integrations and add-ons
- Assists with the continual improvement of the Common Service Data Model
- Collaborates with support partners to improve processes
- Helps with the continual improvement of the enterprise AI chatbot
- Provides process improvement alternatives and/or recommendations
- Prepares documentation, user guides, and training materials
- Delivers communication on process changes, enhancements, and/or modifications
- Creates process models, specifications, diagrams, and charts
- Facilitates and monitors status processing of all requests
- Reports on adherence to processes and standards
- Chair the operational review cadence for internal governance related to service performance against our KPIs and targets.
- Ensure that the CMDB is managed and maintained with the highest degree of accuracy and ensure that audits are performed on a regular basis.
- Conduct root cause analysis/postmortem meetings and facilitates the problem management process for lessons learned and preventive recurrence.
- Manage and drive the incident and change management processes to always ensure operational stability.
- Develop framework and serve as a facilitator of audits and assessments to ensure processes and services are fit for purpose and support the mission.
- Serve as an expert analyst and advisor to plan, manage, and execute Process Improvement and Lean Six Sigma (LSS) activities to assess and ensure the effectiveness of complex management processes and systems.
- Manage employee performance, setting objectives, and conducting regular team and individual performance reviews.
- Managing the costs of running the Service Management and maintain the methodologies and accuracy of transferring costs to the various Business Units and internal stakeholders. Cost management will also include the ownership of a shadow P&L focused on Service Management
- Operations as part of the larger Managed Services Portfolio.
- Create and build relationships with key business stakeholders.
- Good at creating knowledge articles and SOPs
- Experience in ServiceNow and Incident management, Change& Problem Management & CMDB
- experience, SLA
- Excellent knowledge of ServiceNow and Incident Change, Problem change & CMDB
- Ability to work independently
- Analytical and problem-solving skills
- Health insurance
- Paid sick time
- Provident Fund
- Monday to Friday
- Day shift
- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)
- Bachelor's (Required)
- total work: 5 years (Required)
- English (Required)
- Health insurance
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Job Detail
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Job IdJD3029859
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear