ITSM Process Consultant

Oklahoma  ‐ Onsite
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Keywords

Description

Candidates should have a deep understanding of ITIL V3 and have a functional understanding of BMC's Remedy ITSM suite. The ideal candidate will have a demonstrable track record of helping customers achieve real business value realized through IT transformation and will utilize their business experience to help clients align business objectives with areas of improvement across their ITSM organization, demonstrate the value proposition, develop strategic roadmaps, scope the required engagement (SOW) and lead the program.

Key Responsibilities:

  • Definition and scoping of business requirements leading to Statement of Work creation
  • Assessment of client's ITIL, ISO and COBIT processes
  • ITSM Roadmap development
  • Future State definition
  • Lead process design sessions
  • Develop supporting operational organizations
  • Developing Organizational Change Management plans
  • Designing and implementing ITIL and Operational processes, including but not limited to: Incident Management, Event Management, Knowledge Management, Request Fulfillment Management, Service Desk function
  • Assist in the designing of support process architectures for critical business systems
  • Project management and detailed planning
  • Some experience in Program and Project Leadership
  • Leadership skills in both technical and process oriented initiatives
  • Generating detailed documentation
  • This is a 2-4 month assignment and the work location is near Oklahoma City, OK. Travel 50 - 75%.

Key Requirements:

Ideal candidates will have significant implementation experience in IT Service Management based on ITIL* with the ability to effectively communicate and demonstrate applied knowledge covering the ITIL* service management life cycle.

  • An ITIL v3 Intermediate (or V2 Practitioner) or Expert (or v2 Service Manager [*Master*]) Certification

Specific experience with at least four of the following ITIL V3 processes is required:

  • Incident Management
  • Problem Management
  • Change Management
  • Release and Deployment Management
  • Service Asset & Configuration Management
  • Service Level Management
  • Knowledge Management
  • Service Catalog Management
  • Service Request Management
  • Event Management

Experience in the following areas is also required:

  • Leading a team on customer engagements
  • A consulting background
  • Functional knowledge of BMC Software's supporting Service Management tools (eg, Remedy, ADDM)
  • Experience utilizing a project management approach to implement ITIL* Service Management initiatives on large-scale IT Infrastructure projects
  • Demonstrated impressive written and verbal communication skills

Preferred skills:

  • Experience in using BMC ITSM suite to implement the recommended ITIL based ITSM processes

Experience in demonstrating BMC ITSM out of the box capabilities/functionality

Start date
ASAP
Duration
2-4 mos
From
Enterprise Solutions, Inc.
Published at
03.01.2012
Project ID:
288637
Contract type
Freelance
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