ITSM Support Engineer
Virtusa
Date: 1 day ago
City: Chennai, Tamil Nadu
Contract type: Full time
The ideal candidate will be responsible for supporting and optimizing IT Service Management processes, ensuring high-quality service delivery, and driving continuous improvement initiatives across the IT landscape. This role is key in maintaining alignment with ITIL and Salesforce admin best practices and enhancing the user experience.
Key Responsibilities
ITIL Certified Candidates will be suitable for this requirement & Sales force Admin will be added benefits.
Implement, manage, and continuously improve ITSM processes such as Incident, Problem, Change, Request, and Configuration Management.
Maintain and enhance the ITSM tool/platform (e.g., ServiceNow, BMC Remedy, Cherwell).
Collaborate with internal teams to ensure service management practices align with organizational objectives.
Monitor and analyze service metrics and KPIs, providing reports and actionable insights.
Develop and maintain documentation, workflows, and service catalogs.
Lead or support ITIL process training and awareness efforts within the organization.
Participate in audits and ensure compliance with ITSM and regulatory standards.
Drive root cause analysis and service improvement plans for recurring incidents or outages.
Work closely with service owners and business stakeholders to improve SLAs and customer satisfaction.
Serve as the primary system administrator for the Salesforce.com environment.
Handle user setup, roles, profiles, permissions, and security settings.
Configure and maintain custom objects, page layouts, fields, validation rules, workflows, approval processes, and reports/dashboards.
Manage data imports, exports, and cleansing tasks to maintain CRM data integrity.
Work closely with stakeholders to gather business requirements and translate them into functional Salesforce solutions.
Provide end-user support and training, ensuring adoption and best practices.
Identify and implement process improvements through automation and configuration.
Stay up-to-date on Salesforce releases and recommend relevant features for adoption.
Monitor system performance, resolve issues, and escalate to Salesforce support when necessary.
Key Responsibilities
ITIL Certified Candidates will be suitable for this requirement & Sales force Admin will be added benefits.
Implement, manage, and continuously improve ITSM processes such as Incident, Problem, Change, Request, and Configuration Management.
Maintain and enhance the ITSM tool/platform (e.g., ServiceNow, BMC Remedy, Cherwell).
Collaborate with internal teams to ensure service management practices align with organizational objectives.
Monitor and analyze service metrics and KPIs, providing reports and actionable insights.
Develop and maintain documentation, workflows, and service catalogs.
Lead or support ITIL process training and awareness efforts within the organization.
Participate in audits and ensure compliance with ITSM and regulatory standards.
Drive root cause analysis and service improvement plans for recurring incidents or outages.
Work closely with service owners and business stakeholders to improve SLAs and customer satisfaction.
Serve as the primary system administrator for the Salesforce.com environment.
Handle user setup, roles, profiles, permissions, and security settings.
Configure and maintain custom objects, page layouts, fields, validation rules, workflows, approval processes, and reports/dashboards.
Manage data imports, exports, and cleansing tasks to maintain CRM data integrity.
Work closely with stakeholders to gather business requirements and translate them into functional Salesforce solutions.
Provide end-user support and training, ensuring adoption and best practices.
Identify and implement process improvements through automation and configuration.
Stay up-to-date on Salesforce releases and recommend relevant features for adoption.
Monitor system performance, resolve issues, and escalate to Salesforce support when necessary.
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