ITSM Engineer - Service Management and Endpoint Management Consultant at Resemble Systems
February 23rd, 2021
Play a key role in ensuring that the service management processes exist and meets the objectives of the client by assessing needs and capabilities.
Defining required processes, implementing said processes, training and socializing / supporting employee adoption and usage of the service management processes such as incident, problem, change, event, request, CMDB and more advanced strategic processes such as capacity, demand, release, financial etc.
Focus on the process, procedure, and people side of service management in the IT and Business environments, systems and business processes, technology platform alignment, job roles and organization structures.
Creating and implementing core management strategies, processes, procedures and plans that maximize employee adoption and usage and minimize resistance while aligning to ITIL framework requirements and corporate initiatives.
Work to drive faster adoption, higher ultimate utilization and greater proficiency of the service management processes and systems that impact employees in the organization to increase benefit realization, value creation, ROI and the achievement of results and outcomes.
A solid understanding of how organization and people go through a change and the change process.
Focused experience and knowledge of service management principles, methodologies, and tools.
Ability to establish and maintain strong relationships.
Ability to influence others and move toward a common vision or goal.
Flexible and adaptable; able to work in ambiguous situations.
Resilient and tenacious with a propensity to persevere.
Forward looking with a holistic approach.
Organized with a natural inclination for planning strategy and tactics.
Problem solving and root cause identification skills.
Able to work effectively at all levels in an organization.
Must be a team player and able to work collaboratively with and through others.
Acute business acumen and understanding of organizational issues and challenges.
Familiarity with project management approaches, tools, and phases of the project lifecycle.
Experience with large-scale organizational change efforts.
ITIL Intermediate – IT Service Management Certification Mandatory
ITIL Practitioner – IT Service Management Certification Preferred
ITIL Expert and Master – IT Service Management Certification Optional
Service Desk Plus Process: six months experience facilitating requirements for defined Service Management and Device Management process / configuration support / implementation on the Manage Engine Service Desk Plus and Desktop Central platform preferred.
Service Desk Plus Technical: one plus years of platform configuration experience with a demonstrable portfolio of multiple successes preferred.
People Management: prior experience preferred.
Exceptional communication skills – both written and verbal.
Excellent active listening skills.
Ability to clearly articulate messages to a variety of audiences.
Manage Engine ServiceDesk Plus, Desktop Central (Mandatory)
Manage Engine OP Manager (Preferred)
English (Speaking, Listening, Written) - Mandatory