Description
for our client in Den haag (NL) we are currently searching for a Process/Service Mgmt Analyst.
start: 2/4/12 till at least 1/1/13
As Process/Service Mgmt Analyst you will focussing on the process quality & the embedding of Configuration and Request management across the Service Delivery lines and at a wider Landscape level.
This position will involve both operational and project led accountabilities.
position description
- Subject matter expert (SME) driving functional excellence on processes and reporting for IT service management within TLS and across the Accountable Landscapes.
- Focus on configuration and request management- Assess, Integrate and align processes across Infrastructure and Application Landscapes.
- Setup of new landscapes overviews with application and infrastructure specialists based upon standard models
- Develop, maintain and facilitate understanding of L3 (operational) and related documentation for ITSM processes.
- Maintain standardization of reporting definitions and measures, and for maximizing consistency of reports.
- Work closely with Service Delivery lines within TLS and Landscape to ensure that ITSM processes are Fit for purpose and carry out continuous improvements.
- Drive data quality through selective quality & proactive checks on reports and data.
- Audit for ITSM process compliance to meet IRM (risk management) design effectiveness and operational effectiveness requirements.
- Define requirements and deliver training for ITIL processes to ensure that staff knowledge in these areas is kept evergreen
- Actively develop and maintain relationships with process owners/SME's and Suppliers.
required experience/skills
- 5-7 years of experience in IT or related fields
- Bachelor's degree or equivalent work experience
- ITIL foundation
- IT Service Management experience
- Experience with Configuration Management process support
- Knowledge or Experience in Incident and/or Request process (1 FTE)
- Experience in creating clear documentation and proficient with Word and Excel
- Excellent communication skills
Desired knowledge/skills:
- used to support ITIL processes (eg Service Manager, Asset Manager, EPIMS)
- SME or process owner developing and implementing standardized ITIL processes.
- Process or auditing related certifications are considered a plus
Are you interested in this role and do you have the experience as service maagement analyst?
Please send me your profile in Word and I will contact you aSAP if you are suitable for this role.
Please only repkly when you are permitted (VISA) to work in the netherlands
With kind regards,
Mandy Griffioen
Account specialist MBA