- ŞəhərBakı
- Yaş25 - 45 yaş
- TəhsilAli
- İş təcrübəsi1 ildən 3 ilə qədər
- Elanın tarixiİyun 06, 2024
- Bitmə tarixiİyul 06, 2024
- E-mail
Main Purpose:
- The main goal of this role is organizing the work of ITSM service: monitoring and maintaining the process of support for clients and users, providing support and services for Service Desk
Primary Functions/Responsibilities
Key Activities:
- ITSM
- Arranging dispatching of requests and request processing
- Reporting and analyzing the Service Desk efficiency and effectiveness
Process support administration:
- Service requests management
- Incidents management
- Change request management
- Problem management
- Knowledge management
- Service catalog management
- Service configuration management and CMDB
- Service level management
- SLA controlling.
- Monitoring customer feedback.
- Project activities related to continuous improvement of the ITSM
- Work Location:
Onsite
- Reports to:
ITSM BU Head
- Higher education degree in Computer Science or
related subjects (BS, MS is desirable)
- Experience in level 1 and level 2 support
- Experience participating in IT projects
- BPMN – development of process models
- HTML/CSS – Basic Knowledge.
- Python and/or PowerShell – reading and writing
scripts
- Java Script – basic knowledge (reading and writing
scripts)
- SQL – Writing Simple Queries
- Working proficiency with MS Windows, M365
(desirable)
- Proficiency in using MS Excel (incl. Pivot tables)
- Knowledge and understanding of the basics of ITIL,
availability of the ITIL Foundation certificate
- Experience with development of metrics and KPIs
- Experience with development of reports and presentation of results
- Process control experience
- Experience in process improvement and development of new processes
- Experience interacting with business clients
- Proficiency in English at a level not lower than B2
Additional requirements:
- At least 3 years of experience with Service Desk systems (BMC Remedy, Servicedesk PLus/MSP, etc.)
- Power BI experience as an advantage
- Experience in the development of process documentation, instructions, presentations
- Experience in developing requirements, setting tasks
for development and acceptance of results
- Understanding the Testing process