Description
ITIL Process Analyst
Start: ASAP
Duration: 3-5 months
Location: Brussels
Languages: French and English
Our client is currently looking for an excellent profile with experience in ITIL v3 for a rollout of new processes (XP to 7 migration).
Main tasks:
- Analysis of the 'As is' situation in terms of Operational Process, Policies, Procedures, documentation, relating to End-user Computing:
Describe the Itil processes currently used.
Identify requests initiated from user (Remedy mainly Standard requests/Changes) and detail activities & policies, KPI's (Incidents, Standard Requests)
Identify & describe Operational procedures, policies, reporting (operations activities not initiated by user request)
- Design and proposal of consolidated policies (for user requests & operational activities)
- Design of the 'to be' Process for end-user computing related activities for the above mentioned services/teams impacted by the project as well as interface with other teams and existing processes where applicable.
- Design and proposal of consolidated KPI's (towards the end-user)
- Design the functional process for each service.
- Design consolidated Operational procedures and reporting requirements (operations activities not initiated by user request)
- Define the practical steps towards the implementation of the processes
- Build the requirements (functional and non functional) coming out of the process design.
Additional topics to perform:
- Build and coordinate the implementation plan with the rest of the team.)
- Define detailed activities for the requests initiated from user (Remedy mainly Standard requests/Changes) and detail activities & policies, KPI's (Incidents, Standard Requests)
- Identify & describe Operational procedures, policies, reporting (operations activities not initiated by user request)
- Define Operational procedures.
The Process analyst should have a proven experience of the customer IT environment (optional)
Allegis Group Limited and Aston Carter Limited operate Employment Businesses and Agencies and are companies within the Allegis Group Inc. group of companies, the fourth largest staffing company in the world, (collectively referred to as the "Allegis Group"). TEKsystems and Aerotek are divisions of Allegis Group Limited. Applicant data will be treated in accordance with the Allegis Group's Privacy Notice.