IT Service Management

Tata Consultancy Services; Westerville (OH); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support

Insurance Options

Professional Growth

Time Off

Legal & Financial Assistance

Job summary

Tata Consultancy Services is seeking an IT professional to manage cross-functional support for IT Life Cycle and Operations. Responsibilities include planning, design specifications, asset management, and service delivery management.

The ideal candidate has a thorough understanding of ITIL concepts, experience with ITSM platforms, and at least 10 years of relevant work experience. The position offers a salary range of $100,000 to $140,000 annually, alongside a comprehensive benefits package.

Qualifications

• Thorough understanding of ITIL and IT Service Management concepts.
• Familiar with industry-leading ITSM platforms like ServiceNow and BMC.
• Experience in designing, developing, and documenting IT Service Management processes.

Responsibilities

• Manage Cross functional support for IT Life Cycle and Operations.
• Ensure Service Delivery through Performance and Capacity Management.
• Drive end to end major incident management process.

Skills

ITIL and IT Service Management concepts

ServiceNow

BMC

IT Service Management processes

Incident management process

Process improvement techniques like 6sigma and PDCA

Tools

ITSM platforms

ticketing/workflow tools

Job description

Responsibilities

• Manage Cross functional support for IT Life Cycle and Operations which includes: Planning and Analysis; Requirements Definition; Design Specifications; Asset Management; Software License Tracking; Technology Architecture; Integration and Testing; Implementation and Migration; Training and Knowledge Transfer; Documentation; Operations and Administration; Technology Refreshment and Replenishment
• Manage Cross functional support to ensure the Service Delivery which includes: Availability Management; Capacity Management; Performance Management; Service Level Monitoring and Reporting; Service Support which includes Incident Management; Problem Management; Configuration Management; Change Management; Release Management; Reporting SLRs

Qualifications

• 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
• 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
• Experience in driving end to end major incident management process
• Knowledge of at least one recognized process improvement techniques like 6sigma, PDCA etc.
• 10 Years of work experience in relevant skills

Salary Range-$100,000-$140,000 a year

Benefits

• Discretionary Annual Incentive
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support: Maternal & Parental Leaves
• Insurance Options: Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement
• Time Off: Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing