ITSM Process - Pune - confidential

    confidential
    confidential Pune

    18 hours ago

    Full time
    Description

    Key Responsibilities:

    ITSM Process Management:

    • Design, document, implement, and maintain core ITSM processes (e.g., Incident, Problem, Change, Request Fulfillment, Service Catalog).
    • Monitor and analyze ITSM process performance; provide regular reporting and recommendations for improvement.
    • Facilitate process audits and ensure alignment with ITIL best practices.
    • Work with process owners and stakeholders to ensure cross-functional alignment and process efficiency.
    • Support process training and onboarding for IT staff.

    Knowledge Management:

    • Develop and maintain a structured Knowledge Management (KM) strategy and governance model.
    • Design and manage the knowledge base structure, taxonomy, and workflows.
    • Coordinate with Subject Matter Experts (SMEs) to capture, curate, and review knowledge articles.
    • Promote knowledge reuse and ensure content is accurate, accessible, and up-to-date.
    • Implement feedback and continuous improvement loops for knowledge content.

    Tool & System Support:

    • Support configuration and optimization of ITSM platforms (e.g., ServiceNow, BMC Remedy, Cherwell, Jira Service Management).
    • Ensure integration of KM processes with other ITSM processes and tools.
    • Provide user support and troubleshooting for ITSM and KM tools.

    Qualifications:

    • Bachelor's degree in Information Technology, Computer Science, or related field.
    • 3+ years of experience in ITSM and/or Knowledge Management roles.
    • ITIL Foundation Certification required (Intermediate or Expert preferred).
    • Experience with ITSM platforms (e.g., ServiceNow, BMC, Jira).
    • Strong analytical, documentation, and communication skills.
    • Experience in developing or managing Knowledge Bases using KCS (Knowledge-Centered Service) principles is a plus.

    Soft Skills:

    • Strong organizational and problem-solving abilities
    • Ability to work independently and collaboratively
    • Excellent interpersonal and stakeholder management skills
    • Continuous improvement mindset

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