ITSM Consultant
SIDRAM TECHNOLOGIES · Boston, MA · 4 mo ago
On-siteInformation TechnologyContract
About the role
The ITSM Specialist will manage IT service management processes, handle incidents and service requests, and ensure smooth IT operations.
Responsibilities
- Administer and support ITSM tools like ManageEngine and/or ServiceChannel
- Manage incident, problem, and change management processes
- Monitor ticket queues and ensure timely resolution of issues
- Configure workflows, SLAs, and automation within the ITSM platform
- Collaborate with IT teams and business users for service improvements
- Generate reports and maintain documentation for IT operations
Requirements
- Experience with ManageEngine and/or ServiceChannel ITSM tools
- Strong understanding of ITIL processes (Incident, Problem, Change Management)
- Good Troubleshooting and Analytical Skills
- Excellent communication and stakeholder management abilities