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ITSM Product Manager

Skills
Computer ScienceFreshservice ITSMGeneral AdviceIT Service ManagementRoutine MaintenanceStakeholder EngagementVendor Management
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • Bachelor’s degree in information technology, Computer Science, or a related field.
  • Minimum of 5 years’ experience in IT service management and ITSM administration.
  • Certification in ITSM, preferably ITIL, is an advantage.
  • Experience supporting and maintaining ITSM platforms.
  • Ability to manage system enhancements and upgrades, focusing on minimal service disruption and strong change control.
  • Experience integrating new clients and businesses into an MSP environment.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Knowledge of FreshService ITSM solution is an advantage.

Nice to have

  • ITIL certification
  • Knowledge of FreshService ITSM

Day to day

  • Strategically support and maintain the ITSM platform, ensuring high-impact asset status and significant contributions to managed services' growth.
  • Implement system enhancements, customisations, and updates, maintaining high service availability and functionality.
  • Provide expert technical support, promptly addressing issues.
  • Streamline and manage client onboarding processes and technical integration of new business acquisitions.
  • Collaborate with various departments to understand service usage and advocate for improvements.
  • Serve as the key liaison for ITSM vendor relationships, managing contracts and initiatives.