Senior Associate – ITSM Process & Knowledge Management

Tasks

• Business Analyst/Technologies for Developing and Monitoring Tools for the Continuous Management of Various Business Applications
• Overseeing day-to-day operations management across applications and ITSM processes
• Managing and maintaining a comprehensive body of knowledge regarding all processes and practices within the ITSM team
• Establishing and fostering a culture of continuous improvement and best practices in ITSM delivery
• Practical support and operation of applications in a medium-sized/enterprise-wide environment
• Experience in building up expertise in production/operations support
• Strong documentation and presentation skills
• Proven change management skills
• Strong customer focus and communication skills
• Attention to detail/critical thinking
• Excellent oral and written communication skills
• Knowledge of Incident Management Level 2
• Experience supporting service desk and NMS environments
• Conducting assessments of automation and technical workflows in the selection of practices
• Enabling verification, mapping workflows, and implementing technical workflows for reuse
• Identifying and implementing ideas for ways to reuse, automate, and measure business applications that are already on the market
• Teach how technical and IT processes work and activities aimed at automating continuous improvement
• Application of critical thinking, programming skills, and sales skills every quarter
• Motivation from system owners and communication skills (verbal and written) to enable stakeholders to share and discuss issues
• Understanding how to interpret and update real-world constraints
• Contribution to Leadership and Quality Audits
• Application of technological knowledge and fundamentals to solve a wide range of complex problems and make decisions
• Managing teams to ensure delivery in value-creation projects and their technical development
• Stakeholder Preparation, Active, Technology, and Business

Requirements

• Strong ITSM skills—ITIL/FHI certification is preferred
• Practical work experience and an understanding of ITAM technologies
• Knowledge, understanding, and experience with the ITIL V3/V4 framework
• Experience with ITSM and ITAM design tools, either in ServiceNow or an equivalent tool
• A good understanding of current ITSM tools
• Experience with MS Office—particularly PowerPoint and Excel
• ITIL v3 / ITIL v4 Certified
• Bachelor's degree in computer engineering or other IT/CT experience, or equivalent experience
• Excellent communication, interpersonal, and organizational skills
• Experience working with customers and addressing their needs
• Excellent analytical, process improvement, and system design skills
• Strong problem-solving skills and the ability to articulate and communicate the root causes of complex problems to managers so they can take corrective and proactive measures
• Excellent understanding of and adherence to best practices in application development and information management
• Experience in IT infrastructure management and security
• Experience working on large-scale projects (2+ years of experience)
• Experience in developing highly available, secure, and highly integrated solutions using ITSM tools
• Knowledge of industry best practices
• Familiarity with Agile/DevOps methodologies, Infrastructure as Code, and configuration management
• More relevant