ITSM Engineer-Implementation

Key Responsibilities

• Lead and participate in end-to-end ITSM platform implementation projects, including requirement gathering, design, configuration, testing, deployment, and post-production support.
• Analyze business and IT requirements and translate them into effective ITSM process and platform solutions.
• Design, configure, and implement core ITSM processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
  • Service Level Management (SLAs/OLAs)
  • Configuration Management / CMDB