ITSM with SD

ITSM with SD

eTeam Workforce Pte Ltd
Malaysia
Not Specified
Not Specified

Job Description


Job Description :
Job description
Technical:
  • System Design / Configuration / Administration: Site and workflow creation, Form Design, business logic /workflow, user training, user / role / group provisioning and maintenance, backup, restore, issue resolution, and managing system configuration
  • Quality assurance testing and user acceptance testing
  • Review exception reports from interface feeds (people data)
  • Create templates (Incident, Change etc …)
  • Maintain audit frequencies for Knowledge base, self-help documents etc …
  • Create / Modify Service Management reports
  • Maintain keyword lists/tables
  • Perform system Health Check activities
  • Interface with ITSM vendor on system upgrades, vulnerabilities and/or emergency changes
  • Manages and resolves incidents against ITSM applications
  • Performs routine maintenance to include performance monitoring and error identification/remediation
  • Contributes to the planning and execution of the ITSM instance upgrade
  • Manages Instance Security; including, user and group Access Control Lists
  • Continually learn and obtain education for new applications and functionality

Analytical\Business:
  • Demonstrates ability to learn and quickly comprehend new concepts
  • Demonstrates strong judgment and decision-making ability
  • Passion and ability in providing excellent customer service
  • Demonstrates strong logical and technical troubleshooting and problem-solving skills
  • Excellent skills and considerable experience with analyzing requirements and developing application designs
  • Experience in interfacing with various levels of business users
  • Miscellaneous:
  • Excellent communication skills, both verbal and written
  • Exhibit high degree of self-management
Job requirements:
Minimum Requirements and Qualifications:
  • Experience with ITSM Applications: BMC Remedy, Cherwell, Service Now
  • Experience with ITSM framework including: Incident, Problem, Change, Request Management, Service Desk, Knowledge, Service, Configuration and Asset Management.
  • Strong knowledge of ITSM best practices.
  • Experience with Enterprise IT Service Management
  • Experience working in an environment with change control processes
  • Strong written and verbal communication skills
  • Strong planning and organizational skills
  • Strong analytical, process-oriented, evaluative, and problem-solving abilities
Additional Preferred Requirements:
  • ITIL Certification
  • Knowledge of SOX IT requirements
  • Knowledge of the Defense industry

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