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Über
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Technical Skills
10+ years of experience in ITSM to manage designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
Well versed in ServiceNow IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM) capabilities
Strong understanding of ITIL methodologies, ServiceNow/Jira tools
Strong communicator who can collaborate effectively with technical and non-technical stakeholders
Communication skills, especially for explaining technical concepts to nontechnical business leaders
Strong business acumen and the ability to translate complex data into clear recommendations
Ability to work on a dynamic, research-oriented team that has concurrent projects
Should have experience with cloud platforms like AWS, Azure, and GCP
Professional certification in ITIL preferably
Experience in Insurance domain preferable
Key Responsibilities and Skill
Implementing incident, change, and problem management processes, optimizing service performance, and improving user experience.
Designing, implementing, and improving ITIL-based processes such as incident management, change management, and service requests.
Monitoring service delivery against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Configuring and maintaining ITSM platforms (e.g., ServiceNow) to automate workflows and enhance reporting
Leading, analyzing, and resolving IT incidents and service requests to minimize downtime.
Driving initiatives to increase efficiency and reduce costs in IT operations. xcfaprz
Partner with stakeholders across product, design, engineering, and finance to uncover insights and support strategic initiatives
Develop clear reporting and dashboards to drive performance visibility and accountability across teams
Conduct in-depth analyses to evaluate feature usage, business performance, and customer behavior
Qualification
Somebody who has at least 10+ years of work experience who has played ITSM manager role.
Bachelor’s degree (or equivalent) in computer science, information technology, engineering, or related discipline
Education qualification: Any degree from a reputed college
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Sprachkenntnisse
- English
Hinweis für Nutzer
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