Title: Technical Solution Consultant, Software
Location: Japan-Japan-Tokyo
Job Number: 1506706
Technical Solutions Consultant, SoftwareThis is a technical support engineer role for the HPSM product, under the ITOM umbrella of products.
The individual will be working via email/phone and remote sessions to support Japanese customers who
need assistance or have product issues. The individual will also act as a Technical Account Manager for premier accounts in Japan, ensuring and facilitating their issues open with respective engineers are resolved with a satisfactory progress.
Product Description:
HPE Service Manager Enterprise Suite provides a modern, powerful platform to standardize, automate, and enforce your key IT processes and to demonstrate value to the business. Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions ( request fulfillment ) supported by a Service catalog and CMDB .
Customer Profile:
HPE Service Manager Smart Analytics (separate add-on) to simplify ticket and request management and for providing trend analysis based on Big Data (unstructured data) and HPE Haven
Find answers quickly with global context-aware Smart Search to increase self-sufficiency and to reduce resolution times (available with HPE Service Manager Smart Analytics)
A state-of-the-art UI with simple navigation and a configurable layout provides an entirely transformed user experience
More than 100 role-based out-of-the-box reports for all Service Manager processes
Process Designer for codeless configuration for all Service Manager processes
Fast rollout with HPE ITSM Deployment Manager
Automation of core IT processes such as incident, problem, service level, and end‑to‑end change and configuration management
Out-of-the-box ITIL-based process workflows for secure, efficient service operations and delivery
End-user self‑service for ticketing and catalog‑based requests, including support for mobile devices
HPE Service Manager orchestrates your ITSM processes and allows you to track calls, requests, incidents, problems, changes, releases, configurations, and service‑level agreements. So, for every task, you know who is responsible, what has been done and still needs to be done, and whether the task is being completed quickly enough.
Capability:
HPE Service Manager Enterprise Suite key capabilities include:
Core functionality for access, configuration management, and a configuration management database (CMDB)
Excellent help desk incident and problem management support
An easy-to-use survey with a variety of views and reports within Service Manager, and supporting interactions, incidents, requests, problems, changes, and configuration items
Helps automate and streamline request management, based on service catalog and non‑service catalog requests
Change and release control management for quick and efficient response to change requests, more effective change advisory boards (CABs), and automated impact analysis, collision detection, and unplanned change detection and validation
Reporting for all processes with more than 100 out-of-the-box reports including role-based dashboards and flexible report distribution formats like HTML, PDF, and Microsoft® Excel. Custom reports are easy to build with the intuitive user interface
Mobile access, for example to search the knowledge base, submit requests, help resolve incidents, and approve changes more quickly
Service‑level management for standardized objectives and service‑level agreements, cost‑based service‑delivery pricing, and service‑level tracking
Connectivity and integration with other HPE software, as well as with your Lightweight Directory Access Protocol (LDAP) directories, email, and databases
Components
• Configuration management—repository, state management, baselines, and visualization
• Universal CMDB Foundation
• Customizable, easy‑to‑use Web‑based user interface
• Mobile access to core Service Manager Capabilities like incident and change management, supporting a large range of smartphone types
• More than 100 out-of-the-box operational reports representing all Service Manager process areas
• Integration capabilities, including a case exchange infrastructure to exchange incidents across service desk software in multi‑supplier environments
• Embedded collaboration (chat) capability for instant context based conversation between service desk agents
HPE ITSM Deployment Manager
Help Desk
ITIL Service Desk—interaction management
Self‑service ticketing for all end users, including mobile support
Incident management
Problem management
Scheduled maintenance
HPE Service Manager Change Management:
HPE Service Manager Service Level Management : service‑level agreements (SLA) , operational-level agreements (OLA) , underpinning contracts (UC),
HPE Service Manager Request Management
HPE Service Manager Knowledge Management
HPE Service Manager Service Catalog
HPE Service Manager Smart Analytics Qualifications:
Experience in Debugging and troubleshooting in HP Service Manager and related integrations.
Experience in Java scripting, Service Manager Scripting Experience in Web services (SOAP and REST)
Experience in HP SM related integration (BSM/ OMi/ uCMDB/ Connect IT/ Operations Orchestration/ TemIP/ Release Control/ NNM)
Knowledge in Unix / Linux for debugging the system issues.
6 - 8 years of total ITSM experience, 6 Years of experience in HP Service Manager, Connect IT ITIL, Certified HP Certifications is good to have Job: Services