- Must have very good understanding of setting up basic ITSM process like, Incident Management, Problem, Change, Request and Problem Management
- Must have good understanding of Setting up Major Incident Manager process for a customer.
- Must have good knowledge about PIR and RCA process.
- Must have good knowledge about SLA Configuration, calculation, and reporting
- Good to have knowledge about integration of ServiceNow with other tools like, JSM, Helix, SCCM, Intune, AD, Exchange, etc.
- Good to have knowledge and experience about event management and how to setup the process.
- Good to have knowledge and experience about ServiceNow development.
- Good to have knowledge and experience for ITSM process like Knowledge Management, Demand management, Capacity Management, etc and how to setup the process.
- Should have good understanding and hands on experience for ticket analysis and drawing co-relation to enhance problem management and process cost effective solutions to customer.
- Good to have knowledge and hands-on experience on CMDB and how to implement it from scratch.
- Valuable to have understanding and hands-on experience on License management ( HAM / SAM ) and asset management

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📌 IT Service Management SME (City of Sydney)
🏢 Zensys
📍 City of Sydney