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Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.
We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.
We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.
Key Figures: Revenue £1,112m (2022), 8,500 employees, manufacturing in 30+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.
OVERVIEW & SCOPE OF ROLE:
Morgan IT is on a mission to strengthen Digital Capabilities through creating an Evergreen IT estate as a cornerstone of company success in the coming century. This means fit-for-purpose, always up-to-date IT services on a green footprint that maximize our people’s capabilities to drive business value.
To do so, the OneIT team is currently executing on a strategic roadmap to make significant step changes in IT performance and business value from IT.
The global IT Operations team have responsibility for making sure all IT services delight our internal and external customers. Our aim is to maximise the value Morgan business derive from IT services with minimal disruption while delivering as cost effectively as possible.
We are looking for an experienced ITSM Application Manager specializing in FreshService to join our team. An ITSM Application Manager will be responsible for the configuration, administration, and maintenance of the FreshService IT service management (ITSM) platform. You will work closely with cross-functional teams to ensure the platform meets the organization’s IT service management requirements and supports efficient and effective IT service delivery. Additionally, you will drive customer satisfaction, self-service capabilities, and process optimization to enhance the overall user experience.
ESSENTIAL DUTIES & REPONSIBILITIES:
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Configure and maintain the FreshService ITSM platform to meet the organization’s IT service management requirements.
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Collaborate with stakeholders to define and document ITSM processes and workflows within FreshService.
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Continuously monitor and improve the performance and functionality of the FreshService platform.
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Manage user access, permissions, and roles within FreshService.
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Conduct regular audits to ensure data accuracy and compliance with ITSM best practices.
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Collaborate with IT teams to integrate FreshService with other IT systems and tools.
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Provide user support and training on FreshService functionality and features.
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Continuously drive customer satisfaction by enhancing the usability and user experience of FreshService.
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Develop and optimize self-service capabilities within FreshService to enable users to independently resolve common IT issues.
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Identify opportunities for process optimization and automation within FreshService to improve efficiency and effectiveness.
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Stay up-to-date with the latest features and updates in FreshService and make recommendations for enhancements and improvements.
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Create and maintain documentation related to FreshService configuration, processes, and user guides.
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Provide end-user and technician training on an ongoing basis
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Answer “how to” technical and application configuration questions of other members of the technical team and process owners team.
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Serve as the subject matter expert for FreshService, providing guidance and support to the IT team and end-users.
Qualifications:
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience & Skills
Essential
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Proven experience as an ITSM Application Manager or similar role, with expertise in FreshService.
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Strong knowledge of IT service management principles, processes, and best practices.
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Proficiency in configuring and customizing the FreshService platform to meet organizational requirements.
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Experience in managing ITSM tools and platforms, with a focus on incident management, change management, problem management, and service catalog.
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Strong understanding of ITIL framework and ITSM processes.
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Familiarity with IT asset management and configuration management within FreshService.
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Strong analytical and problem-solving skills, with the ability to troubleshoot and resolve technical issues related to FreshService.
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Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
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Ability to drive customer satisfaction, enhance self-service capabilities, and optimize processes within FreshService.
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Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
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Flexible to take additional roles and responsibilities in future in IT operations area
Desirable
- Experience of working with multiple ITSM tools
Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1
Requisition ID: 2023-3651
External Company URL: https://www.morganadvancedmaterials.com/
Street: Remote India
Remote Working: Yes
