ITSM Functional

25 Nov 2024

Vacancy expired!

. Implement/Standardize/Optimize ITIL® Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers

  • Plan end-to-end ITSMfunction cum process implementation considering various business and strategic scenarios
  • Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
  • Lead functionalprocess implementations for designed/re-designed processes using ITIL® based ITSM tools like ServiceNow®
  • Work closely with ServiceNow® technical team to implement the desired processes using Agile approach
  • Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
  • Conduct operational trainings and follow organizational change management process
  • Implement KPI measurement & reporting
  • Desired Skills:
  • ITIL®/ITSMFunctional Process Consulting or Process Management Lead
  • ITIL® Intermediate or Expert certified
  • ISO 20000 Auditor is plus
  • Project Management trained is preferred
  • Strong customer service orientation
  • Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
  • Comfortable with and effective using MS Office applications including Visio
  • Close attention to detail and accuracy
  • Deadline driven and results oriented
  • Flexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management
  • Essential Requirements:
  • BE/B. Tech (minimum), MBA (IT/Operations) is preferred
  • Minimum IT experience required is 6 – 8 years out of which at least 4 – 6 years in ITIL® process functionalconsulting domain or ITIL® Process Lead
  • Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSMtool (ServiceNow® or Summit is preferred)
  • Strong oral and written communication skills with the ability to communicate technical information in non-technical language
  • Excellent English communication skills, both written and verbal, including business writing skills
  • Experience of performance data analysis of ITIL® processes
  • ServiceNow® certification is preferred but not a must
  • Ability to work with all levels of client and internal resources
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Supervisory skills and the ability to leverage support from other parts of the organization
  • Organizational and time management skills
    • ID: #23465513
    • State: North Carolina Raleigh / durham / CH 27601 Raleigh / durham / CH USA
    • City: Raleigh / durham / CH
    • Salary: Depends on Experience
    • Job type: Contract
    • Showed: 2021-11-25
    • Deadline: 2022-01-07
    • Category: Et cetera