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    Job profile For the post of IT Service Specialist - pune, India - Ace Consultants

    Ace Consultants
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    Description

    Roles and Responsibilities

    Be responsible & accountable for IT Service Delivery

    Support IT Management in the decision-making process through the monitoring of relevant IT Services

    Contributes to defining KPIs and dashboards and suggesting ways to improve performances

    Ensures that all IT services and support functions remain responsive to customer needs

    Ensures adequate reporting and service standards are met for all services

    All technical changes are communicated and managed with appropriate governance

    Enforces a program of continual service improvement across the wider IT service delivery function

    Be Accountable for Statutory & Internal Audits, Monitor Compliance with Group Governance & Implement Group IT policies as applicable

    Desired Candidate Profile

    8+ years of overall work experience, with not less than 3 years in supporting Global applications coupled with good idea of delivering support to local applications

    Having FMCG or Pharma IT background with fair understanding of business processes and exposure to supporting IT systems in Manufacturing & Distribution environment in India

    Good Knowledge of Managing IT helpdesk supporting customer calls

    Good Communication skills with ability to build business partnership & trust; Ability to navigate through Complex Global environment for delivering results

    Knowledge on IT Service Management & delivering IT Support Services in line with defined KPIs with continuous improvement mindset

    Ability to lead Vendor Governance meetings & Drive Collaboration towards common goal of delivering IT support to the satisfaction of large number of business users / Customers

    IT Service Management of Incidents, Service Tickets, Change Requests with knowledge of prioritization and delivering KPIs

    Resource Planning, Budgeting & Controlling

    Problem Solving skill

    Ability to support business working across L1, L2, L3 support resources & navigating through Global IT environment

    Understanding of SAP ECC core modules & knowledge of landscape

    Fair knowledge of Distributor Management system & Mobile Sales Force Application

    Knowledge on ServiceNow ITSM tool will be an advantage

    Perks and Benefits



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