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** CRL2.0-Junior Service Manager / Guidewire / Pega / Cat Modelling -Application Support_Senior**
Location: Bengaluru Other locations: Primary Location Only Salary: Competitive Date: 13-Jan-2022 **Job description**
Requisition ID: 591604 At EY, youll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And were counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.
Role: ITIL Service Architect
Requirement: Manager/Senior
* **Job purpose**
+ **Perform** **Due diligence, Service Onboarding****,** and advocate ITSM leading practices.
+ **Design and Implement ITSM processes** whose Outcomes Measurable, Traceable and Reportable.
+ **Implementing systemic and sustainable processes to Manage** **-** ServiceDesk, Call Management, Incident, Problem, Change, **Configuration, Service Catalogue, Knowledge, SIAM**, etc through ITSM tools and Support procedures.
+ **Designing and Setting up effective Governance through Operating models, SIAM Setup,** for different factory models - Client Services, Enterprise Architecture, Incremental Product development, Multi-vendor/Multi-service provider and Shared Services.
+ Establish and Test **CMDB** data architecture, Service Catalogue, Configuration Items, SIAM setup with System tools and integrations.
+ Evaluate and Improve ITSM effectiveness through Categorization, Benchmarking, removing waste through lean value chain principles.
+ Interface and Translating requirements between the Business and IT System or Applications Architecture teams.
+ Dedicated to **Process quality** using **exceptional communication skills**.
* **Technical skills Must Have**
+ 8 to 11 years Hands on experience in Service Management Framework Design and Implementation
+ Expert competencies in Microsoft Project and the Microsoft Office primary product suite of PowerPoint, Excel, Word together with SharePoint
+ Strong knowledge of Service Management product suites such as ServiceNow, BMC Remedy, HP Service Manager, IBM Tivoli
+ Hands on experience in implementing Operating models processes for Client Services, Enterprise setup, Product Support, Multi-vendor/Multi-service provider environment and Shared Services model.
+ Should have managed a reasonably sized team (10 FTEs) across locations, in an onshore-offshore model for a Global outsourcing services provider.
+ Should be well conversant with ITSM & Service Management frameworks
+ Participated in pre-Sales & RPFs Service Management process owner
+ Ability to multitask and work in a fast-paced, collaborative team environment
+ Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
+ Excellent written and oral communication skills; writing, publishing and conference-level presentation skills a plus
+ Ability to travel in accordance with client and other job requirements
* **Technical skills Nice to Have**
+ Deliver outsourcing programmes, demonstrate expert consulting skills and advanced level of industry expertise to support delivery to clients
+ Perform an appropriate role in business development in terms of presales and practice development. for example, presales, internal engagement and / or knowledge management
+ Supervise financial management of engagements to deliver value to clients and to the firm.
+ Be a thought leader on outsourcing strategies and on adoption new outsourcing delivery models & trends.
+ Demonstrate people management and an ability to lead outsourcing services assignments.
+ People capability development and management for the practice.
+ Should be willing to work in shifts and on-call support.
+ Preferably knowledgeable on Java or .Net or Fullstack.
Qualifications:
* **Education:**
+ Bachelor or College degree in related field or equivalent work experience
* **Certification:**
+ ITIL V3/V4 Expert certification (Nice to have)
+ Foundation Certificate in SIAM (Nice to have)
+ TOGAF (Nice to have)
+ Lean Six Sigma (Nice to have)
+ Cloud Knowledge (Nice to have)
+ Strong command on verbal and written English language (Must Have)
+ Strong interpersonal and presentation skills (Must Have)
* **Other Details**
+ Number of positions: 4
+ SF IDs:
**EY | Building a better working world**
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate.
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.
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