itsm - asst manager.

• Manages user escalations and ensure that follow up actions are completed on time.
• Works on service improvement plans on gaps identified in existing services
• Improve user satisfaction level
• Serve as lead in IT Service Management (ITSM) such as providing guidance and advice involving ITSM processes, including assessment, design, implementation and improvement of ITIL processes.
• Oversee quality measurement reporting and related ITSM continual improvement projects. Ensure that each implemented ITSM process develops and reports on Key Performance Indicators and Activity Metrics.
• Coordinate work with any third-party vendors related to ITSM initiatives.
• Oversee and coordinate the efforts around keeping the Technology Service Team Service Catalog updated on a regular basis, ensuing accuracy of the information with the relevant service owners.
• Contribute to and/or coordinate the development of ITSM deliverables such as current state assessment reports, future state designs, requirements documents, IT process flows, operational procedures, training plans, etc.
• Ensure documentation is produced, updated and stored appropriately, so it can be easily referenced by the team
• Coordinate regular meetings between Process Owners and Process Managers in order to ensure proper integration of processes and embed continual service improvement\
• Produce quality and concise reports for management and business units on weekly/monthly basis.
• Manage and maintain the ITSM Knowledge Management platform on ServiceNow.
• Consistently looking to improve/automate workflows by leveraging on ServiceNow.

Required Skills:

• Previous experience as a Service Desk Lead and understand the workings of a service desk
• Demonstrated experience in process design and process improvement.
• Knowledge of service delivery operational models and processes (e.g. ITIL) along with a broad technical understanding of the supporting technology infrastructure
• Able to liaise effectively with business owners (non-technical), technical owners and other stakeholder groups (e.g. Information Security, PMO)
• Understanding and experience of core IT processes, such as asset management, change management, release management etc.
• Understanding of quality and compliance metrics and KPI’s
• Experience dealing with day-to-day technical support and administration of ServiceNow
• Experience facilitating requests and tasks across technical teams, third party vendors and internal customers
• Excellent relationship skills for dealing with customers, vendors and management
• Sound technical knowledge of ServiceNow or other similar ITSM tool.
• Able to produce meaningful and accurate reports in tools like Excel, PowerBI, or other reporting suite – or ITSM tool.
• Service minded Team player who possesses excellent communication, interpersonal and coordination skills

To apply online please use the 'apply' function, alternatively you may contact Neha Singh at 98387737.
(EA: 94C3609/R1324990)

Applicants must be fully vaccinated or have a valid exemption in accordance with MOM’s regulations to allow them to enter the workplace. Applicants may be required to share verifiable COVID-19 vaccination documents or proof of a valid exemption at the point of offer. Randstad Pte. Limited and/or the Client reserves the right to withdraw an offer if the applicant fails to provide verifiable COVID-19 vaccination and/or proof of exemption documents.