ITSM Assistant Manager

As a ITSM Assistant Manager, you will be responsible for the following tasks:

Monitor and report on the performance and availability of ITSM processes and tools, using key performance indicators (KPIs) and metrics.
Manage the ITSM operations and automations team, including hiring, training, coaching, performance management, and career development.
Collaborate with IT and business stakeholders to understand their needs and expectations, and provide guidance and support on ITSM best practices and automation solutions.
Manage the ITSM operations and automations budget, ensuring cost- effectiveness and alignment with IT and business objectives..
Identify and implement opportunities for continuous improvement and automation of ITSM processes and tools, using agile and lean methodologies.
Manage the day- to- day operations of ITSM processes and tools, including incident management, problem management, change management, configuration management, service level management, and service catalog management.
Lead the design, development, testing, and deployment of ITSM automation solutions, using various technologies and platforms, such as scripting, orchestration, chatbots, RPA, AI, and cloud..
Ensure that ITSM processes and tools are aligned with ITIL standards, IT governance frameworks, and business requirements.

Yêu cầu công việc

Minimum 4 years’ experience in IT Service Management, preferably in Finance institution, Insurance industry, IT Shared Services or consulting firms.
Ability to analyze, troubleshoot and resolve complex software applications or integration related problems.
Demonstrating experience working with ServiceNow platform.
Experience working in cloud environments like Azure and AWS and the integration with ServiceNOW platform.
Demonstrating experience working with automation tool.
Strong communication, collaboration and customer service skills.
Up- to- date knowledge of marketplace and technology changes pertinent to ServiceNow, monitoring tools, and ITIL processes, e.g. GenAI integration with MS OpenAI or NOW Assist in ITSM Pro.n
Good command of spoken and written English
5 years’ experience in ITSM operations and automations, preferably in a leadership role
Applies standard methodology, techniques, procedures and criteria.

Degrees & Certifications:

Certified as ServiceNow – System Administrator (CSA)
Automation tools certification (e.g., Ansible, Terraform, UiPath, etc)
ITIL V3/V4 Certification.
Bachelor&039;s degree in computer science, information systems, engineering, or related field

Health insuran
Attractive salary and benefits 

Health insurance for employee + spouse & children 
Professional and multi- culture working environmentce for employee + spouse & children 
Extensive leave up to 21 days per year

Cập nhật gần nhất lúc: 2024-09-09 12:05:02