Specialist - System Management

Role description

Job Title ITSM Administrator ServiceNow Ivanti Cherwell with Power BI AIOps

Experience 5 to 8 Years

Job Summary We are seeking a dynamic ITSM Administrator with handson experience in ServiceNow Ivanti Neurons and Cherwell combined with strong Power BI analytics and exposure to AIdriven IT Operations AIOps

The ideal candidate will contribute to intelligent ITSM transformation leveraging automation predictive analytics and AI capabilities to improve service delivery reduce MTTR and enhance user experience

Key Responsibilities

ITSM Platform Administration Implementation

Administer configure and enhance ITSM tools ServiceNow Ivanti Cherwell

Implement ITIL modules Incident Problem Change Request CMDB

Design workflows automation and integrations APIs web services

Support platform migrations and transformation initiatives

AIOps AI Capabilities

Leverage AIOps tools like Dynatrace for proactive monitoring and incident management

Implement event correlation noise reduction and anomaly detection techniques

Support predictive analytics for incident prevention and capacity planning

Integrate ITSM tools with AIOps platforms for automated ticket creation and resolution

Explore AIGenAI use cases chatbots virtual agents knowledge recommendations

Reporting Analytics Power BI

Build dashboards using Microsoft Power BI for SLA KPIs backlog trends and MTTR

Analyze operational data to drive service improvement and decisionmaking

Enable realtime reporting and executivelevel insights

ITIL Process Management

Implement and support ITIL processes

Ensure SLA compliance and continuous improvement initiatives

Participate in audits and governance activities

Support Operations

Provide L2L3 support for ITSM and AIOps tools

Perform root cause analysis RCA using monitoring and log data

Collaborate with DevOps SRE and infrastructure teams

Communication Collaboration

Work closely with stakeholders to gather and translate requirements

Provide clear communication during incidents and change activities

Conduct training sessions and maintain documentation

Required Skills Qualifications

35 years of experience in ITSM tools ServiceNow Ivanti Cherwell

Strong understanding of ITIL processes

Handson experience in AIOps tools Dynatrace Splunk or similar

Experience with Power BI dashboards and analytics

Knowledge of REST APIs and integrations

Basic scripting JavaScript Python PowerShell preferred

Strong analytical and troubleshooting skills

Excellent communication and stakeholder management skills

Preferred Qualifications

ITIL Certification Foundation or above

ServiceNow Ivanti certifications

Experience with AIMLbased operations or automation

Exposure to SRE DevOps practices

Experience in BFSI Banking domain is a plus

Key Competencies

Intelligent Automation Mindset

DataDriven Decision Making

Proactive Problem Solving

CustomerCentric Approach

Collaboration Leadership

Skills

Mandatory Skills : ServiceNow ITSM
Good to Have Skills : Major incident management