- Role :SW/Application Tech Support Practitioner
- Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
- Must Have Skills :Infrastructure Service Management
- Good To Have Skills :Service Management Governance
- Job Requirements :
- Key Responsibilities : Carry out the Process Owner role for the ITIL Service Operation, Request Fulfillment Process Carry out the Request Fulfillment Process Owner role for the ITIL Service Operation, Request Fulfillment Process Lead the definition of the Request Fulfillment Process, standards, and methodologies to include adoption and governance This includes designing request fulfillment models and workflows Responsible for identification of integration points with other processes and/or tools
- Technical Experience : Self-confident, results-oriented, persuasive, and influential Excellent communication and interpersonal skills Service operations and management experience a plus Excellent Written and Verbal Communication Flexible to work in 24x7 Shifts
- Professional Attributes : Bachelors degree in Computer Science or related process experience, preferred 3 years of experience with the ServiceNow IT Service Management tool, preferred 4 years of experience as a process owner, preferred Proficient in rolling out methodologies, processes, standards and/or policies
- Educational Qualification : Bachelors degree or geography equivalent Business or technology preferred
- Additional Information : Certification on ITIL V3 /ITIL Intermediate preferably
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