You will be a good match if you:
- Have minimum 3+ years of relevant experience
- Have ITIL v3 Foundation qualification in Service Transition, Service Operation or Continual Service Improvement
- Have demonstrable experience in ITIL functions & processes – specifically Incident Management
- Know the software development life-cycle
- Have basic knowledge of T-SQL querying and accessing Database engines
- Have experience in standardization of incident management practices at process, data, reporting and tool level
- Have Data Analysis & Data Mining experience
- Are capable to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
- Can effectively build partnerships and influence senior managers and stakeholders
- Have capability of working in a complex and fast paced environment
- Know very well MS Excel, PowerPoint and Word
- Have strong organization and presentation skills
- Have good project management skills and strong sense of ownership
- Have very good command of English
- Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
As a part of our team, you will be responsible for:
- Leading work streams with IT stakeholders in defining and agreeing the principles for incident management process and data standardization.
- Collaborating with the stakeholders in developing and prioritizing the book of work for standardization of incident management
- Developing best practices in accordance to ITIL to support the principles for process and data standardization and seeking sign-off from the organization
- Ensuring incident management practices relating to incident management and incident data management across the IT organization are harmonized and followed consistently
- Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization
- Developing a data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse.
- Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized incident and incident data management process and practices
- Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization.
- Seeking opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
- Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support
