Job Responsibilities:

• SME is responsible for Process Setup, Implementation and Maintenance of various ITSM processes such as Incident, Change, Problem, Knowledge, Availability, Capacity Management etc.
• SM Process Lead should take over the management process right after the transition stage and own process maturity work on continual basis, collaborate closely with customer’s Process Managers and Owners.

Process Maturity & Continual Service Improvement:

• Focus on process maturity
• Participate with the Customer Process Managers/Owners in driving Process improvements along with handling enhancements in Process/Tools
• Govern the Continual Service Improvement in conjunction with customers strategy
• Work as a Functional Consultant to provide ITSM specific requirements for the Enterprise Tooling and work closely with the customer and HCL Tools team

Process Effectiveness and Process Governance Responsibilities:

• Generate and publish process performance reports periodically, analyse the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
• Work with other Process Managers to ensure common understanding among process executing teams in relation to the process interfaces, the data and information to be captured and processed during the flow of work/activities across teams
• Receive, analyse and incorporate feedback from customer that suggests improvements

Process Awareness, Training and Compliance responsibilities:

• Provide detailed training along with the reference material to the process execution staff from various technical domains on their ITSM related responsibilities, records and communication that they must generate
• Communicate to the resolving groups, the importance of specific process activities and how they can be best executed along with the information that they must log and update in the tools
• Periodically audit the process transactions and records in order to identify and process compliance issues and initiate corrective actions
• Where approvals are required, educate the approvers on the criteria for approving specific transactions
• Actively participate in programs that identify process and service management (ITIL) training needs for the operations staff

Job Requirements:

• Should have strong understanding of ITIL Processes and must have worked as Process Manager for at least two or more ITIL Processes like Incident, Change Management, Problem Management, Availability and Capacity Management, Asset, Configuration Management.
• Knowledge of Incident, Change and Configuration Management is a must.
• Experienced with the implementation of such processes for Datacentre Infrastructure services.
• Exposure to Project Management is an advantage.
• Experienced with calculation of various metrics like SLA, Ticket Backlog, Top-talkers etc.
• Excellent Reporting and Presentation skills.
• Ability to work with all levels of client and internal resources.
• Strong oral and written communication skills with the ability to communicate technical information in non-technical language.
• Ability to organize, delegate, and leverage resources to accomplish objectives.
• Supervisory skills and the ability to leverage support from other parts of the organization.

Background:

• 2-3 plus years’ experience of Process Management.
• ITIL Foundation is a must, ITIL Intermediate is preferred.
• Educational degree in related fields is an advantage.
• German language skills is an advantage.

Technology buzzwords:

• ITIL
• Incident, Change, Problem, Knowledge, Availability, Capacity, Configuration, Service Request Management Valuemation, Ky2help, Jira, Confluence