IBM Service Catalog co-ordinator in BANGALORE, India
About IBM:IBM has been present in India since 1992. IBM India's solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, uniquely distinguishes IBM India from other companies in the industry. Business Unit Introduction:IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services.Who you are
Key Purpose Statement Service Catalogue coordinator provides Service Catalogue Administration capability and drive requests to closure in timely fashion in accordance to the established SLA’s
You will be responsible for driving standardization and adherence around Service Catalogue and also to propose the evolution to meet business expectation and support Customer Satisfaction.
What you’ll do:
Participate in the evolution of Service Catalogue to improve maturity on processes related and effective service capability across a Global Account
Drive standardization simplification and automation based on out-of-the-box functionality.
Communicate to key stake holders – from chasing resolver groups to performance reporting to management and the client.
IMAC coordination (similarities with the IMAC coordination role)
Ensure control and adherence of agreed Service Catalogue process, highlight and manage any deviations.
Liaise with Service Owners Process Owners and customer delegates to provide consistency between technical perspective
Participate in the initiative to improve the usage of Service Catalogue module.
Support successful hand-over of new related capabilities into operation.
Good knowledge of ITIL framework and related processes such as Request Fulfilment Configuration and Assets Management Incident Management Knowledge Management.
How we’ll help you grow:
You’ll have access to all the technical and management training courses you need to become the expert you want to be
You’ll learn directly from expert developers in the field; our team leads love to mentor
You have the opportunity to work in many different areas to figure out what really excites you
Six Sigma Lean experience is desirable.
Certifications on Service Now and ITIL level foundation and intermediate is desirable
Strong business acumen and customer oriented
Proficient in the use of Microsoft PowerPoint Project Word and Excel
Ability to build liaison with dispersed stakeholders and drive customer services
Data Analysis - Analyse existing BAU data to ensure items are being progressed effectively
Client Innovation Center (CIC)