Technical / Functional Skills

• Thorough understanding of ITIL and IT Service Management concepts
• Familiar with industry leading ITSM platforms like ServiceNow, BMC on functionalities, integrations and out of box features of the latest releases
• Experience in designing, developing and documenting IT Service Management processe workflows, governance (R&R and RACI), performance measurement and reporting
• Experience in developing ITIL process performance metrics, measurement 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

• Proven experience in an offshore centric global delivery model
• 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