As an IT Service Management (ITSM) intern, you will gain valuable hands-on experience in managing and improving IT service delivery processes. You will work closely with our ITSM team to support the implementation and maintenance of our ITSM platform.
This can be an entry-level position for those looking to break into the industry or a fantastic opportunity for someone looking to kick start their career with a company that has established service-oriented values and to play a vital role in the Technology Operations.
The ITSM internship has been designed to provide exposure to a variety of ITSM tasks and responsibilities that one should expect an entry-level IT Services engineer to be familiar with and perform. These include improving and maintaining the customer portal, developing the internal knowledge base, collecting, and analysing reports across the ITSM infrastructure, and working with an ITSM solution to improve troubleshooting workflows and increasing the overall customer service experience.
How you will make an impact:
- ITSM Tool Administration: Assist in the configuration and administration of our Jira Service Management instance, including user management, workflow creation, and customization.
- Process Improvement: Contribute to the analysis and improvement of our IT service management processes, identifying areas for optimization and implementing best practices.
- Incident and Problem Management: Support the resolution of IT incidents and problems, helping to restore service and prevent future occurrences.
- Knowledge Base Management: Contribute to the creation and maintenance of our knowledge base, ensuring that our team has access to the necessary information to provide effective support.
- Reporting and Analytics: Assist in the preparation of reports and analytics related to IT service delivery performance, identifying trends and areas for improvement.
- Project Support: Provide support for ITSM-related projects or BAU activities, assisting with tasks such as testing, documentation, and implementation.
What we look for:
- An undergraduate in one of the following disciplines:
- Computer Science, Software Engineering, Information Technology, Management Information Systems, Business Information Technology.
- Having a sound knowledge in Java, JavaScript, Python, REST, and/or SOAP Integrations, Apache Groovy and Jira Query Language, databases.
- With an understanding of Agile software development principles.
- Excellent problem-solving skills.
- Strong communication and interpersonal skills.
- Who is looking for 01-year internship.
- Minimum 02-03 days per week at office.
- Working experience in Jira Service Management (JSM) or similar ITSM tool is an added advantage.