Beschreibung
Task:Contribute and deliver input for the ITSM project (milestones, deliverables, scope, CSI) especially regarding future project phases.
Support SACM process and CMDB design.
Actively support ITSM Tool implementation:
- Core System Setup of Tool (AD, Email, initial data load)
- Implement core processes (Incident, Change, Config. SLM)
- Integrate new ITSM Tool with old Remedy system
- Integrate ITSM Tool with other systems, such as Monitoring and Troux (EPM)
- ITSM Tool implementation
- CMDB quality improvements
Support IS Operations. Define and drive improvement activities regarding SACM (CMDB quality) with current main service provider, such as defining reporting requirements in the SACM area, define KPI?s, support CMDB audit.
Requirements (Must have):
ITILv3 Foundation
Experience working in IT Operations and especially in an environment with multiple service providers.
Experience with CMDB design (greenfield approach) and also improvement activities.
Experience with an ITSM Tool implementation (Remedy or ServiceNow preferred) and tool integration with other ITSM tools and monitoring solutions.
Beginn: 01.03.2013
Dauer: 30.09.2013
Branche: Logistik/Transport