- 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. - Must have experience in ServiceNow , BMC Helix/BMC Remedy.
x
