*Dear Associates,*
Hope you are doing great!.. This is *Bala *from *Gerbera Technologies.* We have an Very Urgent Requirement of *IT Service Management Process Manager @ Alpharetta, GA. *The detailed Job Description is given below. If you have any suitable consultants, please share their updated resumes along with contact details and feel free to contact either through *314-499-4173 or b...@gerberatek.com <b...@gerberatek.com>* for any information. JD: *Title: *IT Service Management Process Manager *Primary Location: *Alpharetta, GA *Roles and Responsibilities:* *Incident Management:* - Process Manager has responsibility for Incident Management process, standards and strategic direction of the process within the account. - Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Incident Management - Works with the Reporting team to ensure the collection and reporting of Incident Management metrics - Reviews the effectiveness and efficiency of the Incident Management process *Problem Management:* - Is responsible to ensure all the various process components are executed through the many different organizations that are involved in Problem Management (managing problem records end-to-end) - Validate reports of Problem Management metrics to support the Check in the Plan Do Check Act improvement cycle - Performs Proactive Problem Analysis based on incident trend analysis - Reviews the effectiveness and efficiency of the Problem Management process within the account - Is responsible for updates of account specific process documentation including training of the many different organizations that are involved in Problem Management within the account - Customer Interaction: Works with customer problem process owner on all matters related to problem management *Change Management:* - Ensures that the Change Management process is being adhered to for a given Customer - Ensures that the change is coordinated through its lifecycle - Performs preliminary evaluation and clarification of the request, and ensure the Change is authorized based on the Service Level agreement between TCS and the customer. - Identifies Changes which may be considered Release candidates - Evaluates the Change and Release and Deployments plans for completeness prior to Change Advisory Board (CAB) review. This includes validating that all documentation and information associated with the various phases of the Change are complete and available. - Documents and communicates CAB (and other review meeting such as Technical or Financial Advisory Board) agenda and subsequent minutes - Convenes and chairs Emergency CAB (E/CAB) reviews - Review implemented Changes to ensure that they have met their objectives, and refers back on those which have been backed out or failed - Reviews completed Change (including those deployed via Release and Deployment Management) and recommends associated closure codes *Technical Skills* - Thorough understanding of ITIL and IT Service Management concepts - Knowledge of any ITSM tool like HPSM, ServiceNow, BMC on functionalities, integrations and out of box features - Experience in designing, developing and documenting IT Service Management processes and workflows - Experience in developing ITIL process performance metrics, measurements and agreements - Knowledge of Service and Systems management applications including ticketing/workflow tools - Knowledge of at least one recognized process improvement techniques like 6sigma, PDCA etc. *Soft Skills* - Excellent written and verbal communication - Excellent presentation skills - Excellent customer interaction skills - Excellent documentation skills - Good problem solving abilities - Proven experience in interacting with senior management *Experience:* - 5+ years’ experience in implementation and support of IT Service Management operations -- *Thanks and Regards,* Balanandu Mettu IT Recruiter *Gerbera Technologies,Inc.* Phone : +1-314-499-4173 Fax : +1-636-594-5574 b...@gerberatek.com | www.gerberatek.com Gtalk: bala.gerberatek Gmail: bala.gerbera...@gmail.com Linked in: *https://www.linkedin.com/profile/view?id=398754160 <https://www.linkedin.com/profile/view?id=398754160>* -- You received this message because you are subscribed to the Google Groups "SAP ABAP" group. To unsubscribe from this group and stop receiving emails from it, send an email to sap-abap+unsubscr...@googlegroups.com. To post to this group, send email to sap-abap@googlegroups.com. Visit this group at http://groups.google.com/group/sap-abap. For more options, visit https://groups.google.com/d/optout.
