IT Service Management Representative

Job Description

Job Title: IT Service Management Representative

Role Description:

As an IT Service Management Representative, you will manage the delivery of IT production systems and services, supporting the infrastructure service management lifecycle. Your role ensures client satisfaction and effective risk management for services while providing operational support to maintain system availability.

Summary:

In this position, you will be responsible for:

• Managing the delivery of IT production systems and services.
• Supporting the infrastructure service management lifecycle.
• Ensuring client satisfaction and managing risks associated with services.
• Providing operational support to keep production systems and devices online.

Roles & Responsibilities:

• Lead the delivery of IT production systems and services.
• Support the infrastructure service management lifecycle, including incident, problem, change, and release management.
• Ensure production systems and devices are online and available.
• Manage the Configuration Database & CI Management, ensuring data accuracy and integrity.
• Collaborate with cross-functional teams, including developers, testers, and infrastructure teams, for seamless service delivery.

Must-Have Skills:

• Experience with ServiceNow IT Service Management.
• Experience with ServiceNow IT Operations Management.
• Strong understanding of Configuration Database & CI Management.

Good-to-Have Skills:

• Experience with ITIL processes and frameworks.
• Knowledge of IT infrastructure components (servers, storage, networks).
• Familiarity with IT service management tools and technologies.

Experience Requirements:

• Minimum 5 years of experience in IT Service Management.

Educational Qualifications:

• Bachelor of Engineering (BE) degree.