ITSM Specialist
تفاصيل الوظيفة
CNS is a technology company that powers the future by providing digital solutions essential to support all enterprise and human development. While growing and managing a robust pool of supplier-partners for the benefit of our clients has always been a priority, we are constantly re-inventing ourselves.Founded in 1987 with more than 30 years of experience, CNS employs over 320 employees including more than 250 certified engineers. We offer in-depth expertise and a range of best-in-class products that support the digital transformation of all major industries. With offices in three countries, we have an extensive reach into, and regional knowledge of the Middle East markets.A shift into leveraging our many years of experience to develop pioneering software in-house will add yet another dimension to our highly innovative solutions-portfolio.Job DescriptionResponsibilities:• Demonstrate expert knowledge on ITIL-based service delivery• Own organizational transformation efforts as related to ITIL implementation across service lifecycles• Provides guidance and implements processes and artifacts for Service Strategy, Service Design, Continual Service Improvement processes• Analyzes existing implementation plans and identifies areas for improvement based on Deming model (Plan, Do, Check, Act).• Works with customers to communicate Asset Management vision and benefits.• Develops strategies to eliminate gaps in service while improving efficiency and effectiveness. Identifies and removes risks associated with proposed processes.• Leads configuration and documentation of Service Portfolio and Service Catalog. Develops Operating Level Agreements (OLAs) and Service Level Agreements (SLAs) with stakeholders for each service. Leads efforts to build a Service Management Center of Excellence (COE).• Applies strong analytical and technical skills to document the findings in accordance with approved quality procedures and standards. Works independently, interacts with clients, and delivers presentations.• Hands-on experience in deployment of tools like ServiceNow, HP, BMC, CA, etc.QualificationsPreferably with IT infra management experience5 to 6 years of relevant experience.ITSM deep knowledge as developer/supporter (tools like Summit AI, Assyst, ManageEngine or any)Additional advanced knowledge of DB and Software (any programming language)Experienced product specialist, who is expected to collaborate with Presales and Project Managers to design the ITSM solution for the customers and own the delivery of FRS (Functional Requirement Scope), HLD (High Level Design), DG (Data Gathering templates), and UAT test cases.Have technical and functional expertise to our valued clients. The ideal candidate will be passionate about providing insights on innovative trends and concepts.They should have a strong technical knowledge and possess deep knowledge on ITIL processes.Additional InformationCompetitive salary and benefits package.Opportunities for professional growth and development.Collaborative and innovative work environment.
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