ITSM Architect

Professional Services Bangalore, India

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Description

Position at Zones LLC.

About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.




Job Title: ITSM Architect - Service Desk
Role Overview: The ITSM Architect for the Service Desk is responsible for designing, implementing, and optimizing the IT service management framework, with a focus on service desk operations. This role involves leading the effort to define, document, and improve service desk processes, workflows, and technologies to deliver high-quality IT support services to end-users.
3-5 years experience with Service Now or similar ITSM platform
Key Responsibilities:
  • ITSM Framework Design and Implementation:
    • Develop and implement IT service management processes and procedures for the service desk.
    • Define and document standard operating procedures (SOPs) and best practices for incident, request, problem, and change management.
  • Service Desk Process Optimization:
    • Analyze existing service desk processes and workflows to identify areas for improvement and efficiency gains.
    • Lead initiatives to streamline incident resolution, request fulfillment, and problem-solving processes.
  • Technology Selection and Integration:
    • Evaluate, select, and implement service desk software and tools that align with organizational needs and goals.
    • Ensure seamless integration with other ITSM platforms and systems.
  • Reporting and Performance Metrics:
    • Define and track key performance indicators (KPIs) for the service desk, including ticket resolution times, customer satisfaction scores, and first-contact resolution rates.
    • Generate regular reports and dashboards to provide insights into service desk performance.
  • Change Management:
    • Implement change management practices to ensure that service desk staff are prepared for new processes, tools, or technologies.
    • Conduct training sessions and workshops as needed.
  • Incident and Problem Management:
    • Oversee the incident management process, ensuring timely response, escalation, and resolution of incidents.
    • Lead problem management efforts to identify root causes and implement permanent solutions.
  • Vendor Management:
    • Collaborate with vendors and third-party service providers to ensure the seamless operation of service desk technologies and tools.
    • Manage vendor relationships, contracts, and service level agreements (SLAs).
  • Compliance and Governance:
    • Ensure that service desk operations adhere to industry standards, regulatory requirements, and internal policies.
    • Conduct regular audits and assessments to verify compliance.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field (Master’s degree preferred).
  • ITIL (IT Infrastructure Library) certification or equivalent ITSM certification is highly desirable.
  • Extensive experience in IT service management, with a focus on service desk operations.
  • Strong analytical and problem-solving skills.
  • Excellent communication and leadership abilities.
  • Experience with ITSM software and tools.
Experience:
  • 5-7 + years of experience in IT service management or related roles.
  • Demonstrated experience in designing and implementing service desk processes and workflows.
  • Proven track record of successful ITSM tool selection, integration, and optimization.




Zones offers a comprehensive Benefits package

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more.

At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!

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