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Wolters Kluwer
Pune, Maharashtra, India Posted 17h ago
Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer to join the IT Service Management Office, providing expert operational oversight across various ITSM practices.
Key Responsibilities
Monitor process performance across all ITSM practices and report on execution quality against defined standards.
Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, and testing.
Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, and automation coverage.
Assure Incident Management execution: review categorisation and priority accuracy, record completeness, and resolution performance.
Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions.
Monitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis.
Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness.
Requirements
Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise.
Demonstrated experience assuring or operating multiple ITSM practices.
ITIL Foundation certification is must.
Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
Proficiency with Power BI or comparable analytics tooling.
Proficiency in scripting languages such as Python, PowerShell or Bash.
Preferred Qualifications
Exposure to AI or generative AI technologies applied to operational workflows.
Exposure to incident alerting platforms such as xMatters or PagerDuty.