Problem & Change Manager

Genpact; Hyderabad; On-site; USD 6,816 - 13,632; Full time

Job summary

An established industry player is seeking a proactive Problem Change Manager to enhance IT service management processes. This role involves coordinating change, improving data quality, and collaborating with stakeholders to ensure alignment with business needs. Ideal candidates will have a strong background in IT Service Management, particularly with ServiceNow, and possess excellent analytical, problem-solving, and communication skills. Join a dynamic team focused on continuous improvement and innovation in IT services, where your contributions will drive significant impact.

Qualifications

• 5-10 years of experience in IT Service Management, preferably with ServiceNow.
• Strong understanding of ITIL processes and best practices.

Responsibilities

• Coordinate and follow up on open changes, problems, and incident tickets.
• Implement and support IT service management processes for efficiency.

Skills

IT Service Management

ServiceNow

ITIL processes

Analytical skills

Problem-solving skills

Communication skills

Collaboration skills

Tools

ServiceNow

Job description

Direct message the job poster from Genpact

HR at Genpact || SHRM Certified || Licensed to Hire || Connect for SOC/ Network Firewall/ Windows platform/ Frontend Dev+ Automation

Experience: 5-10 years

Work from Office Model

Immediate joiners preferred

Kindly share resume to [e-mail] with Sub of "Problem Change Manager" along with notice period.

Responsibilities

• Coordinate and follow up on open changes, problems, and incident tickets to ensure timely resolution.
• Improve data quality in ServiceNow by identifying and rectifying data discrepancies.
• Implement and support IT service management processes and procedures to improve efficiency and effectiveness of IT services.
• Document service level agreements (SLAs) and key performance indicators (KPIs) to monitor and improve service operations.
• Collaborate with internal and external stakeholders to ensure that IT services align with business needs and industry best practices.
• Assist the ITSM manager in day-to-day activities.
• Identify opportunities for continuous improvement and innovation within the IT service management framework.

Change Management:

• Support the development of an effective change management strategy based on situational awareness of the details.
• Manage the team Forward Work Plan in line with the Program Release Plan and effectively communicate where stakeholders may be affected by a change/outage.
• Collaborate with and develop strong relationships across all business areas and support teams.
• Create reports on key statistics to support process improvement and other recommendations to improve the change management process.
• Coordinate with relevant teams to implement solutions and resolve problems.
• Oversee the entire problem management process from detection to resolution.
• Create and maintain accurate problem management records.

Coordinate with stakeholders to communicate about problem status and resolution.

Preferred Qualifications/ Skills

• Experience in IT Service Management, preferably with ServiceNow.
• Strong understanding of ITIL processes and best practices.
• Experience with ServiceNow System Administration.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Working knowledge of Change Management, Incident-Request Management, and Problem Management.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Engineering, Information Technology, and Other

Industries

Business Consulting and Services