Description
Role:·ITSM Senior Functional Consultant
Responsibilities:
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 ITSM function 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 functional process 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
Essential Skills
ITIL®/ITSM Functional 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
Minimum IT experience required is 10+ years out of which at least 6-8 years in ITIL® process functional consulting domain or ITIL® Process owner/manager experience
Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow® or Summit is preferred)
Strong oral and written communication skills with the ability to communicate technical information in non-technical language
Proven people management skills for 8 – 10 people team
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
Essential Qualification:
BE/B. Tech (minimum), MBA (IT/Operations) is preferred
Experience : 14 Years-18 Years
Language skills needed : English
Salary : upto 475 euros per day depending on role and experience