JOB ROLE SUMMARY
The IT Process Engineer is accountable for providing the delivery of the one or more IT Service Management disciplines as defined in ITIL Version 3. As an internal consultant and subject matter expert for the process/es they are responsible and accountable for process delivery, documentation, performance, control and improvement.
DUTIES AND RESPONSIBILITIES
Fully functional and self-directed
Provides formal mentorship
High complexity assignments- owner
Moderate complexity assignments - owner (1 or >)
Low complexity assignments - provide oversight/review
Regularly lead self and others and/or established as Product SME and/or established as specailist
sees the whole picture and adjusts work accordingly
Works independently to deliver and execute assigned IT Service Management Discipline
Monitor and assist with the delivery of assigned IT Service Management Discipline as defined in the process documentation
Analyze the delivery of assigned IT Service Management Discipline and make process improvement recommendations to the ITSM Discipline Manager
Build and maintain a strong relationship with key external customer and internal Ensono stakeholders
Complete one ITIL intermediate training track for assigned ITSM Service Management discipline
Provide training and education related to assigned ITSM Service Management discipline to members of process execution teams or internal support teams
Engage with the ITSM Discipline Manager to assist with the creation and updates to process and procedure documentation for assigned IT Service Management Discipline
Assist ITSM Discipline Manager to benchmark industry best practices and incorporate them into assigned IT Service Management Discipline
Provide reporting of the Key Performance Indicators for assigned IT Service Management Discipline
Verify scalability of system and workload data for service solution
Collaborates with application groups to understand service solution design and data flow of system components
Interact with various support processes including incident management, event management, problem management, availability, capacity and change management
Respond to client and key stakeholder on any problem with your assigned IT Service Management discipline in a timely manner
Prioritize multiple issues based on the priority of the ticket then update ticket with clear, concise and detailed documentation, including all communications regarding work, emails, phone calls and service attempts
SUPERVISORY RESPONSIBILITIES
This position does not have direct reports but may mentor less experienced associates in the role.
RECRUITING INFORMATION
Specific hiring needs may vary by location, industry, client, internal department and other business related factors. The qualifications section lists examples that may be used as guidance when populating required and preferred skills sections of recruiting requisitions / job postings.
QUALIFICATIONS
Required
Bachelor's Degree or 4years of relevant work experience
ITIL Foundation Certification V3
Preferred
Advanced, proven knowledge of Ensono products
Travel %
TBD by field – Needed to create job code and for Department of Labor
Any reference to years of experience should be disregarded in the UK
Primary Location City/State:
Pune, IN - Qubix, MaharashtraAdditional Locations (if applicable):
itoinc