ITIL Analyst

ITIL Analyst

Location: Hyderabad

Experience: 1-3 years

Immediate joiners Preferred

Req/Incident/Problem/change/configuration/Knowledge management]

Kindly share resume to nsenthil.kumar@genpact.com with Sub of "ITIL" along with notice period.

Responsibilities

Service Request Management

• Provider will partner with Customer to improve auto-routing of service requests to the correct resolver groups and minimize number of hops.

Change Management

• Provider will provide assistance as required for major changes being implemented which have a direct impact on end user productivity.

Release Management

• Provider will provide assistance as required and partner with other Customer resolver groups to help minimize end user impact on all planned releases.
• Proactively engage with Customer resolver groups and project teams to forecast impact, build knowledge articles and adjust staffing levels as required for all planned releases and roll outs.

Configuration Management

• Provider will provide inputs to Customer to help improve the overall usage and accuracy of configuration items.

Knowledge Management:

• Provider will contribute, organize, facilitate and maintain the knowledge base.
• Provider will align a knowledge manager to work directly with Customer stakeholders to enhance the content and quality of the knowledge base.
• Provider will create self-service knowledge articles based on frequently reported incidents to make end users self-sufficient and enable them to resolve frequent issues without reaching out to the Service Desk.

Qualifications we seek in you!

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
• Minimum 3 years of experience.

Preferred Qualifications/ Skills

• [Service Req/Incident/Problem/change/configuration/Knowledge management]