Job Title: Xurrent (4me) Enterprise Service Management (ESM) Specialist

Location: Remote (Pan India)

Employment Type: Full-Time

Experience Level: Mid-Level

About the Role:

We are seeking an experienced Enterprise Service Management (ESM) Specialist with expertise in Xurrent (formerly 4me) to support the implementation, optimization, and ongoing management of ESM and ITSM processes. The ideal candidate will have hands-on experience with IT Service Management (ITSM), Enterprise Service Management (ESM), and Service Integration and Management (SIAM) frameworks, ensuring seamless collaboration between internal departments and external service providers.

Key Responsibilities:

·       Lead the configuration, deployment, and administration of Xurrent (4me) to support ITSM, ESM, and SIAM initiatives.

·       Implement ITIL v4 best practices to streamline service management, incident handling, and change management processes.

·       Leverage AI-driven automation features within Xurrent to enhance service efficiency, including auto-classification, AI-generated knowledge articles, and workflow automation.

·       Collaborate with IT, HR, Facilities, Procurement, and other departments to integrate enterprise-wide service management solutions.

·       Configure self-service portals, request management workflows, and service catalogs to improve user experience and service delivery.

·       Monitor system performance, analyze trends, and provide recommendations for scalability, optimization, and continuous improvement.

·       Support multi-language environments, ensuring seamless communication across global teams via Xurrent’s built-in translation capabilities.

·       Train and mentor internal teams on best practices for using Xurrent for ticketing, incident resolution, and service management.

·       Work closely with stakeholders to gather requirements, create reports, and optimize dashboard and analytics capabilities within the platform.

·       Stay up to date with Xurrent updates, new features, and industry trends to drive innovation within the organization.

Required Skills & Qualifications:

·       3-7 years of experience in ESM, ITSM, or SIAM environments.

·       Hands-on experience with Xurrent (4me) or similar ESM platforms.

·       Strong knowledge of ITIL v4 processes and best practices.

·       Experience with AI-driven service management solutions, automation, and workflow optimization.

·       Familiarity with service integration across IT, HR, Facilities, and Procurement functions.

·       Expertise in configuring service catalogs, request workflows, and self-service portals.

·       Strong analytical and troubleshooting skills to optimize service performance.

·       Excellent communication and stakeholder management skills.

·       Ability to work in a fast-paced, multi-stakeholder environment.

·       Certification in ITIL, SIAM, or Xurrent (4me) (preferred but not required).