ITSM Lead

Role Overview: You will be responsible for providing ITSM Tool Support, Ticket & SLA Support, Team & Operational Support, and Knowledge & Documentation in a fast-paced environment. Your expertise in managing multiple ITSM platforms and adherence to ITIL guidelines will be crucial for ensuring efficient IT service management processes. Key Responsibilities: - ITSM Tool Support: - Strong knowledge of managing multiple ITSM platforms such as Remedy, Jira, Fresh Works, ServiceNow ITSM, and ITOM modules. - Expertise in workflow automation, integration, and monitoring techniques. - Assist in managing the ITSM platform for incident, request, problem, and change tickets. - Ensure tickets are properly logged, categorized, and updated. - Support basic workflow processes and follow ITIL guidelines. - Help maintain system data accuracy and assist in building dashboard and report generation. - Ticket & SLA Support: - Monitor assigned tickets and ensure timely resolution within SLA timelines. - Escalate critical or delayed tickets to senior team members. - Assist in tracking ticket status, backlog, and resolution updates. - Support preparation of complete reports and dashboards for multiple clients in various ITSM tools. - Team & Operational Support: - Work closely with senior engineers and team leads to manage daily ticket queues. - Assist in handling workload distribution and prioritization. - Follow defined SOPs and ensure service quality standards are met. - Knowledge & Documentation: - Update knowledge base articles and troubleshooting guides. - Document common issues and resolutions for future reference. - Assist in maintaining IT documentation and SOPs. Qualifications Required: - 10+ years of experience in ITSM tools and processes, with a preference for ServiceNow. - Good experience in managing multiple ITSM platforms. - Knowledge of incident, service request, problem, and change management modules. - Good communication and problem-solving skills. - Willingness to learn and adapt to new ITSM tools in a fast-paced environment. - ITIL V4 certification. (Note: Additional details about the company were not provided in the job description.) Role Overview: You will be responsible for providing ITSM Tool Support, Ticket & SLA Support, Team & Operational Support, and Knowledge & Documentation in a fast-paced environment. Your expertise in managing multiple ITSM platforms and adherence to ITIL guidelines will be crucial for ensuring efficient IT service management processes. Key Responsibilities: - ITSM Tool Support: - Strong knowledge of managing multiple ITSM platforms such as Remedy, Jira, Fresh Works, ServiceNow ITSM, and ITOM modules. - Expertise in workflow automation, integration, and monitoring techniques. - Assist in managing the ITSM platform for incident, request, problem, and change tickets. - Ensure tickets are properly logged, categorized, and updated. - Support basic workflow processes and follow ITIL guidelines. - Help maintain system data accuracy and assist in building dashboard and report generation. - Ticket & SLA Support: - Monitor assigned tickets and ensure timely resolution within SLA timelines. - Escalate critical or delayed tickets to senior team members. - Assist in tracking ticket status, backlog, and resolution updates. - Support preparation of complete reports and dashboards for multiple clients in various ITSM tools. - Team & Operational Support: - Work closely with senior engineers and team leads to manage daily ticket queues. - Assist in handling workload distribution and prioritization. - Follow defined SOPs and ensure service quality standards are met. - Knowledge & Documentation: - Update knowledge base articles and troubleshooting guides. - Document common issues and resolutions for future reference. - Assist in maintaining IT documentation and SOPs. Qualifications Required: - 10+ years of experience in ITSM tools and processes, with a preference for ServiceNow. - Good experience in managing multiple ITSM platforms. - Knowledge of incident, service request, problem, and change management modules. - Good communication and problem-solving skills. - Willingness to learn and adapt to new ITSM tools in a fast-paced environment. - ITIL V4 certification. (Note: Additional details about the company were not provided in the job description.)