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Your role at Dynatrace
The ITSM Service Manager will be responsible for collaborating with various team leads to understand their processes and define the workflows needed to be configured in the IT Service Management (ITSM) system. This role requires strong communication skills, a deep understanding of ITSM, and the ability to drive process improvements across the organization
Key Responsibilities:
• Collaboration: Meet regularly with Department leads / managers to understand their processes, challenges, and requirements within the ITSM.
• Workflow Definition: Work with team managers to define and document workflows that need to be configured in the ITSM system.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance efficiency and customer satisfaction within the ITSM.
• ITSM Configuration: Collaborate with the ITSM Systems Manager and ITSM Admin team to ensure accurate configuration of workflows in the ITSM system.
• Training and Support: Provide training and support to team members on new workflows and ITSM processes.
• Reporting: Generate and analyze reports to monitor the effectiveness of workflows and identify areas for improvement.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders to ensure alignment and successful implementation of workflows.
• Problem Solving: Address and resolve any issues related to workflow configuration and ITSM processes.
• Vendor Management: Manage relationships with ITSM vendors and ensure that issues escalated to them are resolved promptly and effectively ("voice of the customer").
• Change Management: Ensure new ITSM functionality are deployed with stakeholders awareness and concerns raised are proactively addressed.
• Consistency and Global Standards: Ensure that processes are consistent and standardized across the organization globally.
What will help you succeed
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Experience with workflow design and process improvement.
Qualifications / Education / Experience:
• Bachelor's degree in Business Administration, Information Technology, or a related field.
• Proven experience in customer support management or a similar role.
• Strong understanding of IT Service Management (ITSM) principles and tools.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross-functional teams.
• Strong analytical and problem-solving skills.
• Experience with workflow design and process improvement.
• Proficiency in ITSM software (FreshService).
Why you will love being a Dynatracer
• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. • An environment that fosters innovation, enables creative collaboration, and allows you to grow.• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. • A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.
