Job Description :
Job Description:
- Hands-on role responsible for day-to-day operational support and continuous capability improvement of HP Service Manager
- Understand the service management process requirements and translate them into functional requirements
- Should be able to understand the functional requirements and map to the ITSM modules.
- Prepare high & low level design of the technical requirements.
- Work with process owners to design, develop, test and implement HPSM change requests
- Customize HP Service Manager forms and workflows to meet business requirements
- Evaluate and implement capabilities and options , implement best practices
- Simplification and Standardization of Tools and Processes
- On call support
- Provide subject matter expertise and technical direction
- User Access Administration for supported tools
- Incident, problem and change management
- Deployment, configuration and administration of HP Service Manager and integration with other bank systems
- Maintenance of adequate operational documentation
- Collaborate with ITSM process owners from IT and non-IT groups
Skillset:
10+ years of proficient experience with the following:
- Must have in-depth experience with HP Service Manager development, maintenance and support
- Demonstrated expertise in all components of the HP Service Manager modules
- Good written and verbal communication skills
Must have good working knowledge of the following tools:
- Good understanding of ITIL
- Good functional understanding of all modules of HPSM
- deployment, configuration and administration of the product
- user access management
- HP connect-IT for integration with external systems
- Scripting - Perl, powershell, vb/java script
- Development/customization experience with HPSM – forms, workflow , across service desk, incident, problem and change management modules
- HPSM dashboarding, reporting
- Backend SQL development
- Ability to troubleshoot, resolve and support HP Service Manager problems
- Integration of HPSM with HPSM, uCMDB is a plus
- Configuration and maintenance of common web based applications such as Apache, Tomcat, IIS is preferred