Location: Jurong East
Responsibilities:
- Design and implement ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
- Administer and support ITSM tools (e.g., BMC, ServiceNow, Jira Service Management) to enhance service delivery and reporting.
- Work with IT and business teams to define service levels, create service catalogues and ensure compliance with service level agreements (SLAs).
- Analyse service performance metrics to identify areas for improvement
- Work with the sales team to understand client requirements and address client's needs.
- Conduct presentations, demos, and workshops to potential clients
- Facilitate training sessions and workshops to promote ITSM best practices and tool usage across the organization.
- Assist in the development and maintenance of ITSM documentation such as process flows and user guides
Job Requirements:
- 2-3 years of experience in Design, Implement or Operations of IT Service Management tools or related role, with a strong focus on ITSM tools and processes.
- ITIL certification or other relevant ITSM tools certifications preferred.
- Proficiency in ITSM platforms such as BMC, ServiceNow, Jira Service Management, or similar tools in deployment and operations.
- Understanding of ITIL (Information Technology Infrastructure Library) frameworks
- Experience with incident, change, and problem management processes.
- Proficiency in using APIs to connect ITSM tools with other applications to streamline workflows and data exchange.
- Familiarity with integrating third-party services or applications that enhance ITSM capabilities (e.g., chatbots for incident reporting).
- Proficiency in scripting languages (e.g., Python, PowerShell) to automate repetitive tasks and enhance ITSM tool functionality.
- Familiarity with automation tools and Ability to design and implement automated workflows
- Experience in project management or agile methodologies.
To Apply or find out more information on this role, please email us or send in your updated resume to: [Confidential Information]
Shelly Tan Bee Leng (Reg. No. R2199458)
STAR CAREER CONSULTING PTE LTD (EA License: 20C0353)
