ITSM SME/Consultant

Pune, Maharashtra, in
Company: Zensar Technologies Ltd
Category: Computer and Mathematical Occupations
Published on 2021-08-02 22:09:37



Solution Consultant


4-8 years

Job Type




Key Responsibilities:

  • Lead requirement gathering workshops to identify use cases and value-based acceptance criteria
  • Creation and delivery of solutions for clients addressing requirements through technical architecture in consideration of process design, respective tool technical best practice and standards
  • Completing, developing and improving required documentation such as process flow diagrams, roles/responsibilities, workshop agendas, presentations
  • Ensure technical deliverables to Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
  • Configuration of the application, workflows and UI
  • Development of required integration components (REST, SSO, LDAP, etc)
  • Drive the continuous improvement of our implementation methodology and service offerings based on client experiences
  • Demonstrate ability to influence and consult (providing options with pros, cons and risks) around all key technical decisions during project delivery
  • Collaborate and contribute to the creation, deployment and maintenance of technical best practices and standards
  • Flexible to work across multiple tools/platforms
  • Qualifications:

  • 4+ years working in the ITSM or IT services/consulting industry
  • Thorough understanding of ITIL processes & SIAM methodology.
  • Must have hands-on Experience on any one Service Management tools like Jira, Summit AI, Freshworks, Freshservice, BMC Remedy
  • Nice to have knowledge and experience on ServiceNow
  • Experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc) and working in a SaaS environment.
  • Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO, REST/SOAP and other such technologies.
  • Degree or equivalent, preferably in Information Technology and proven experience in technical consulting roles.
  • Proven team player and team builder
  • Solid experience in requirements gathering, including experience in creating process documentation
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills required to lead workshops and customer meetings
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
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