• Develop service requests in ITSM platform.
• Perform ITSM platform operational maintenance and enhancement.
• Provide support in implementation of IT service management activities which includes the following areas:
- Catalogue: Analysis of service requests and enhancement the catalogue items.
- Catalogue Service Request Implementation.
- User requirement gathering and solution design.
- Build or enhance service requests in ITSM platform.
- Create reports for ITSM service requests.
- System documentation, user guide and training.
- Knowledge transfer to internal ITSM team.
- ITSM setup and configuration that adhere to the current ITSM process.
- ITSM platform patching, upgrade, and maintenance works.
- Work with Automation/Orchestration team to integrate with catalogs, approvals, and workflows.
- Ensure items worked on adhere to the current design and structure.
- Maintain and develop technical documentation and standard operational procedures.
- Ensure compliance with IT security standards, policies and procedures.
- Work closely with various IT Infrastructure and Operations teams to support and troubleshoot problems and issues.
Requirements
· BMC Helix / BMC Remedy
· ServiceNow
