Roles & Responsibilities:
- Develop service requests in ITSM platform.
- Perform ITSM platform operational maintenance.
- 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 Helix.
- Create reports for service requests in Smart Reporting.
- 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 Ops teams to support and troubleshoot problems and issues.
Skill Set Must have:
- Helix
- MyIT
- SmartIT
- Service Broker
- Smart Reporting
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