ITIL Analyst

ITIL Analyst

Location : Hyderabad

Experience : 1-3 years

Immediate joiners Preferred

Req / Incident / Problem / change / configuration / Knowledge management]

Kindly share resume to nsenthil.kumar@genpact.com with Sub of "ITIL" along with notice period.

Responsibilities

Service Request Management

Provider will partner with Customer to improve auto-routing of service requests to the correct resolver groups and minimize number of hops.

Change Management

Provider will provide assistance as required for major changes being implemented which have a direct impact on end user productivity.

Release Management

Provider will provide assistance as required and partner with other Customer resolver groups to help minimize end user impact on all planned releases.

Proactively engage with Customer resolver groups and project teams to forecast impact, build knowledge articles and adjust staffing levels as required for all planned releases and roll outs.

Configuration Management

Provider will provide inputs to Customer to help improve the overall usage and accuracy of configuration items.

Knowledge Management :

Provider will contribute, organize, facilitate and maintain the knowledge base.

Provider will align a knowledge manager to work directly with Customer stakeholders to enhance the content and quality of the knowledge base.

Provider will create self-service knowledge articles based on frequently reported incidents to make end users self-sufficient and enable them to resolve frequent issues without reaching out to the Service Desk.

Qualifications we seek in you!

Minimum Qualifications

Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.

Minimum 3 years of experience.

Preferred Qualifications / Skills

[Service Req / Incident / Problem / change / configuration / Knowledge management]