SME - ServiceNow, IT Service Management
HCLTech
Madurai, Tamil Nadu, IndiaPosted about 2 months agoDiscoveredMatch locked
Full-time
Job Responsibilities
Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management
Job Responsibilities
Service Desk Operations Management Team Leadership Incident and Escalation Management Service Performance Monitoring Process Improvement Stakeholder Management Knowledge Management
Skill Requirement
IT Service Management (ITSM) tools: ServiceNow Jira Service Management BMC Remedy Freshservice Incident, Problem, and Change Management Windows, Office 365, Active Directory Networking fundamentals Leadership Skills Team management and coaching Conflict resolution Decision-making Performance management Resource planning Communication Skills Excellent verbal and written communication Stakeholder management Presentation skills Customer service orientation Analytical Skills Problem-solving Root Cause Analysis (RCA) Trend analysis Data-driven decision-making Process & Framework Knowledge ITIL Foundation (preferred or required) Service Management best practices Continual Service Improvement (CSI) Governance and compliance awareness Endpoint and device management Reporting and dashboard creation
Other Requirement
SLA Compliance (%) First Contact Resolution Rate Customer Satisfaction Score (CSAT) Ticket Resolution Time Incident Backlog Reduction Team Productivity Knowledge Base Utilization Employee Engagement and Retention
Not included in the source posting: about the role, benefits.
Skills
jira
Who can apply
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