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Manager - ITSM Remedy BA

Keywords / Skills : Manager, ITSM Remedy, BA, Business analyst, customer relationships, incident, change, problem, service catalog, incident, change, problem, service catalog, Remedy SRM Module, SMART Reporting

Posted: 2019-09-16

Posted On
16th Sep 2019
Job Ref code
Job Description
Job Description :

. Act as the BMC Remedy Ambassador to all IT Infra stakeholders
. Achieve customer service objectives by implementing quality and customer-service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change
. Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
. Strong understanding of the core IT modules on the platform (incident, change, problem, service catalog, knowledge base) and how to configure the modules based on user requirements
. Use tools, templates and checklists to proscribe best-practice processes in ticket management, issue resolution and customer service and evolve them as needed to reflect their continuous improvement and to speed the onboarding of new staff
. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
. Work closely with the ITSM Project Manager to resolve key project issues and escalates to the business sponsor and steering committee as needed to maintain program timelines and objectives
. Understand process workflows for all the deployed ITIL processes in BMC Remedy and suggest improvements to make a better End User and Support Agent experience
. Identify key performance criterion and define SLA Matrix for various processes to measure performance and productivity
. Ensure smooth API Remedy Integration with external tools

Minimum qualifications

. IT Graduate
. Prior working experience with BMC Remedy (Mandatory)
. ITIL V3 Foundation Certified (Must)

Preferred qualifications

. Working experience on Remedy SRM Module & SMART Reporting (Preferred)
. Good management, analytic, problem solving & interpersonal skills
. Self-motivated, Positive outlook & result oriented
. Strong communication skills
. Good knowledge of available IT systems/tools and always keep up to date with new developments within the IT industry

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit YouTube ( .

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