Siam - India - Zensar Technologies
Description
Key Job Requirements:
-
Education : BE/BTech/ME/MTech/MCA in computer science is preferred or related field in Engineering/Technology / Science
-
Experience : 8+ years in IT having performed the roles of ITSM and SIAM
-
Work Location (Base Zensar Location) : Pune / Hyderabad / Bangalore.
-
Final Selection : Through EBRD client interview.
Job Description for Service Integration and Management Analyst Role
- We are looking for an
IT Professional having the expertise in handling
Continual Service Improvement(CSI) / Supplier Management / IT Service Performance Analysis with the following skills & disciplines
- 1.
Stakeholder Management - The SIAM role required the team to chair senior stakeholder meetings, and manage multiple challenging views/ and bring together harmonization, resolution and escalation to relevant areas to action accordingly.
- 2.
Strong understanding of all ITIL processes and disciplines - the SIAM role is also measuring and driving improvements across ecosystem and so will need to understand all ITIL disciplines, their purpose/ goals etc. and what good looks like in these processes e.g. know what operational excellence looks like in these processes
- 3.
Good understanding of IT performance related KPIs (qualitative & quantitative measures that drive efficiency & effectiveness)
- 4.
Strong skillset in Reporting - the role will involve
4.1.
Extracting data from Service Now
- 4.
Creating performance reports (in PowerPoint etc.) which can include
Creating
balanced score cards to summarize & compare how suppliers and/or internal EBRD teams have performed
Creating CSI Plans capturing what performance or operational issues need to be addressed, impact and benefit realization
Reporting is a required skill whereby it's not just creating slides on numbers or volumes of tickets, it about ensuring the report demonstrates quality, efficiency, effectiveness
- 5.
Supplier Management - the role requires an understanding of how to measure and govern supplier performance - whilst continuing to build and maintain a good working relationships with them
- 6.
Proactive mindset & Can do attitude - ability to think outside the box to get things done and a can do attitude. Someone who doesn't think "we've always done it that way" or someone who doesn't try to follow the same procedures/ SLAs because that is what we've had in place previously with x team or x supplier. At times you will need to adapt and choose the best approach for that situation. This role requires constant evolving, improving processes & procedures which will result in increased service performance and operational excellence
- 7.
Communication skills - Good / excellent spoken and written communication skills are key to this role.
Primary Location:
India
Job Posting:
Nov 8, 2023
Experience Required (In Years):
Minimum
- 8
Maximum
- 10
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