Description
IT Service Management Consultant (ITSM & Knowledge Creation)
Remote Working, £400 per day, 6 months initially
Bench IT require an experienced IT Service Management Consultant to join an enterprise customer starting ASAP. This role will be focussing on knowledge creation assisting with technical and process knowledge to help with incident troubleshooting, and experience with Information Technology Service Management (ITSM) and ITIL processes.
The successful consultant will provide Governance to the IT Service Desk & the wider Technology Team on Knowledge, the role will also deliver MI reporting on the volumes of articles created/who created, articles reviewed etc.
- Continually seek to optimize IT Service Desk/Technology Self Service.
- Good understanding of IT Service Desk/End user technology
- A strong understanding of the ServiceNow platform.
- The job holder will also be a key contributor to a programme of works that will deliver technologies and initiatives to reduce ticket volumes and improve end user experience.
- Responsible for the successful adoption of Knowledge Creation across Technology
- Ensure the necessary IT processes are followed and participate in the governance of the service, including acting as a point of escalation
- Working closely with both the business and the internal Technology service teams to ensure regular communications on the work being carried out and what Articles are available.
- Work closely with the Automation Lead(s) to identify opportunities for teaching VERA new content
- Continually identify ways to reduce costs, reduce tickets to the desk, enhance service and process quality.
- A real passion for Service Desk technology and its power to drive end user experience, efficiency and value.
- Ability to analyse data and identify trends, patterns and design opportunities for improvement.
- Excellent stakeholder management skills, can effectively listen, communicate, challenge and influence team members, immediate peer group, key customers, third party suppliers/partnerships and directors.
IT Service Management Consultant (ITSM & Knowledge Creation)
Remote Working, £400 per day, 6 months initially