A key component of the project is the implementation of an enterprise IT service management (ITSM) Software application into the overall solution platform, and its configuration, automation, administration and continuous improvement in order to deliver a superior customer experience. It includes understanding the RFP and contractual requirements and anticipating customer needs in order to provide a functional and robust Service Desk solution - See more at:
Requirements:
• ITIL service delivery qualification foundation level essential
• Experience working with and implementing IT Service Management Systems (ITSM) and integrating with other applications.
• A fundamental understanding of IT service management
• Experience maintaining, supporting, and implementing ITIL processes such as Request, Incident, Problem and Change Management
• Bachelors degree OR Associates degree w/two years experience required.
• Preferred: CA, ServiceNow, BMC Remedy, Cherwell, and Microsoft Service Manager
• Working knowledge of Active Directory, LDAP and SSO
• Working knowledge of web applications, networks, protocols and email (SMTP, POP3), and relational databases
• Experience with application configuration
• Experience in database development and support in MS SQL Server environments
• experience in Database Administration in SQL Server
• Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
• Clear understanding of the J2EE software architecture and standards (requirement) and
• Experience with troubleshooting
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