Job Title – Technical Specialist

Preferred Location - Hyderabad, India

Full time/Part Time - Full Time

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do

Role Overview

Carrier is seeking an experienced and motivated individual to join the Corporate IT staff as ITOM Specialist – Manager to support the enterprise-wide IT Strategy. 

The role involves maintaining the accuracy, consistency, and completeness of the Configuration Management Database (CMDB). This includes overseeing data governance, defining the structure of the configuration management system, such as identifying Configuration Items (CIs), establishing naming standards, defining relationships, and supervising mapping and discovery activities. The role will be critical in improving incident and problem management, streamlining change processes, optimizing asset utilisation, mitigating risks, and aligning IT infrastructure with strategic business goals.

Essential Responsibilities

1.    Product Strategy and Roadmap: Develop and maintain a comprehensive product strategy and roadmap for IT Operations Management solutions within the ServiceNow platform, aligning with business objectives and IT goals.

2.    Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, infrastructure, security, and service management, to gather requirements, prioritize features, and ensure alignment with business needs.

3.    Requirement Gathering and Analysis: Conduct detailed analysis of business and technical requirements, translating them into actionable user stories, acceptance criteria, and product features.

4.    Product Backlog Management: Own and prioritize the product backlog, ensuring that it reflects the most valuable features and enhancements based on input from stakeholders, market trends, and user feedback.

5.    Release Planning and Execution: Plan and coordinate releases of ITOM solutions within the ServiceNow platform, working closely with development teams, scrum masters, and other stakeholders to deliver high-quality releases on schedule.

6.    CMDB Health Governance: Develop CMDB health KPI’s, drive CDMB data quality working closely with service line owners and conduct monthly governance meetings.

7.    Service Mapping and Modeling: Understand service modeling principles, drive application/service onboarding and act as subject matter expert.

8.    Continuous Improvement: Monitor key performance indicators (KPIs), gather feedback from users, and conduct regular retrospectives to identify opportunities for continuous improvement and optimization of ITOM solutions.

9.    Discovery: Provide direction and overall governance for Discovery working closely with Discovery team.

10.  Event Management: Own Event Management process. Identify opportunities for continuous improvement. Expand the scope of Event Management from tools like Logic Monitor

Basic Qualifications

1.    8+ years of experience in IT operations, with a focus on IT service management, infrastructure management, or related areas.

2.    3+ years of experience as a product owner or product manager, with a track record of successfully delivering complex IT solutions.

3.    Strong understanding of IT operations management principles and practices, including but not limited to

a.    Discovery

b.    CMDB

c.     Event Management

d.    CSDM

e.    Service Graph Connectors

f.      Service Mapping

4.    Experience working with the ServiceNow platform, particularly in the IT Operations Management (ITOM) module.

5.    Integrations between key applications and ServiceNow ITOM

6.    A strong understanding of IT infrastructure and data management principles.

7.    Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.

8.    Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.

9.    Certified Scrum Product Owner (CSPO) or similar certification preferred.

10.  ITOM Certified Implementation specialist certification is preferred.

Benefits

• We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.
• Have peace of mind and body with our health insurance
• Make yourself a priority with flexible schedules and leave Policy
• Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Program.

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better.

This is The Carrier Way. Join us and make a difference.

Apply Now!

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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