Senior ITSM -ITOM Engineer

Responsibilities

• Define and document new processes and updates to processes and SLAs, including but not limited to those that utilize ManageEngine ITSM.
• Implement and automate newly introduced or enhanced services, and processes’ workflows, SLAs, KPIs, and additional CUSTOMER requirements.
• ITSM Practices must be enhanced, implemented, automated, and verified as per CUSTOMER IT and global best practices, such as but not limited to ISO / IEC 20000.
• Practices dependencies must be taken into consideration upon implementation and automation.
• Assess service management system’s (ITSM’s) services, metrics, design, and configurations, to enhance and provide maintenance, support, and continual improvement actions to optimize and elevate ITSM services.
• Enhancement for current ITSM processes and SLAs as needed during business analysis and data collection phase – to be used for automation.
• Automate, execute and implement new and updates on ManageEngine ITSM.
• Development of the ITSM system features and integrating with CUSTOMER Technology solutions to ease and streamline IT services, including, but not limited to :
• Develop SSO integration for user access management
• Develop PAM integration for privileged (admin) or service accounts access management (wherever applicable)
• Develop Active Directory or ERP integration to obtain organizational details…etc.
• And any third-party or used solutions as deemed fit by CUSTOMER.
• Develop and implement any custom coding for the ITSM application - the coding includes the ITSM portal, and tool configuration.
• Automate and configure, and refine the following requirements (and enhance any existing) for all required processes and SLAs in project scope including :
• Configure service categories and catalogs
• Configure Priority
• Configure business rules
• Configure templates and workflows
• Configure Life Cycles i.e. – incident lifecycle, problem lifecycle, request lifecycle (RLC)…etc.
• Configure closing rules
• Configure Notification rules

Requirements

Seniority level

Employment type

Job function

Industries

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