IT Service Management Representative

IT Service Management Representative

Project Role : IT Service Management Representative
Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.
Must have skills : ServiceNow IT Service Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Service Management Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires continuous monitoring to ensure that infrastructure services remain available and reliable. The individual actively supports the lifecycle of service management, addressing any issues that arise to maintain client satisfaction and mitigate risks. Collaboration with various teams to coordinate operational activities and ensure seamless service delivery is a key aspect of the daily routine, contributing to the overall stability and efficiency of IT services.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Monitor and manage the availability and performance of IT production systems to ensure continuous service delivery.
- Collaborate with cross-functional teams to identify and resolve service disruptions promptly.
- Document and communicate service incidents and resolutions to relevant stakeholders.
- Assist in the implementation of process improvements to enhance service management efficiency.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in ServiceNow IT Service Management.
- Experience in incident, problem, and change management processes within IT service environments.
- Strong understanding of IT infrastructure components and their impact on service delivery.
- Ability to analyze service performance data and generate actionable insights.
- Familiarity with service level agreements and key performance indicators to ensure compliance.
- Effective communication skills to liaise with technical teams and clients.

Additional Information:
- The candidate should have minimum 3 years of experience in ServiceNow IT Service Management.
- This position is based at our Hyderabad office.
- A 15 years full time education is required.