Description
Duration: Initial 2 months, with possible extension may also consider Full Time Hire for the right candidate.
Service Management Principal Consultant
Position Summary:
The Service Management Principal Consultant evaluates, recommends, and architects solutions based on clients' business and technology needs. This Consultant is also responsible for managing the implementation of solutions while ensuring client/partner satisfaction.
Successful candidate will fill a senior service management practitioner position as an individual contributor and team lead.
Required Skills:
Understands and has solid practitioner experience in the development and documentation of organizational structure, job descriptions, processes, policies, service management tool requirements and procedures for one or more of the industry standard process frameworks:
- IT Information Library (ITIL)
- ISO/IEC 20000
- ISACA COBIT
- TMForum Frameworx
- Six Sigma
- Has experience assessing organizational, process, tool and reporting capabilities against Service Management and Capability Maturity Model frameworks and industry best practices to produce:
- Assessments Reports
- Gap Analysis
- Balanced Scorecards
- Future State Architectures and Plans
- Strategies & Planning Roadmaps
- Business Justifications
- Statements of Work
- Project Plans
- Service Improvement Programs
- Functional Requirement Specifications
- Functional Alignment Plans & RACI Matrix
- Policies, Processes & Procedures
- Tool Specifications
- Service Catalogs
- Service Level Agreements
- Use Cases & Test Plans
- As-built Documentation
- Training Materials
- Has experience designing and reengineering processes
- Has experience with process development and modelling tools
- Has experience aligning organization functions, processes and technology
- Has experience with Governance and Assurance fundamentals
- Understands Total Quality Management, (TQM) and the purpose of industry standard practices based on Six Sigma and ISO 9000
- Has experience with IT infrastructure service management and the disciplines associated with operating an IT infrastructure.
- Understands the business requirements associated with operating an IT infrastructure
- Has experience working with customers to explain their options for the selection of service management tools and the integration thereof
- Has experience working with and understand the service management requirements of the data, video and voice communications infrastructure
- Has experience working with and understand the service management requirements for data center environments
- Understands the enterprise system management options for managing the communications infrastructure
- Understands the enterprise system management options for managing the data center environment
- Understand the capabilities and has experience working with IT infrastructure discovery tools
- Understands the software requirements for applications
- Understands the concepts for database design
Communication
- Develops executive summaries and written deliverables that clearly and concisely communicate ThruPoint's recommended solution(s) in the context of the client/partners' business objectives
- Listens to client/partner and is able to articulate to client management and account team what solutions would be of value
- Guides and advises client management on solutions that address their business and technology needs
- Creates and delivers formal presentations from a strategic or business perspective to senior level management or large groups
- Provides knowledge transfer to client personnel
Preferred Qualifications:
- Minimum 5-7 years experience working in the telecommunication, wireless or cable industry
- Excellent interpersonal and communication skills including formal presentation skills
- Excellent written communication skills
- Strong customer orientation
- Strong analytical skills
- Strong project management and organizational skills (PMP Certification is a plus)
- Intermediate, Expert or Master level ITIL Certification (Specifically ask which type of ITIL Certification they have and verify by having them send a picture of the certificate.)
- Good understanding of telecom OSS/BSS systems and processes
- Experience in working in a Service Provider Operations environment
- Experience in working in an Enterprise Operations environment
- Experience in development and utilization of operations KPIs and metrics
- Business Analyst, Admin, User or Developer experience with Netcool, Remedy, HP Service Manager, Granite, Opsware, or similar COTS applications is a plus.
- Any TMForum Certification is a plus
Education and Experience:
- Bachelor's degree (B. A.) from four-year college or university; or equivalent training, education
- Candidate needs to provide samples of their work products as follows:
- Sample of writing from a document they authored. Examples: technical report, user guide, knowledge record, article, whitepaper
- Sample of a process artifact they created. Examples: Flow charts, swim lane diagrams
- Sample of a requirement they documented. Examples: Business, Functional, Non-Functional
- Sample of a specification they developed.
- Sample of a use case they developed.
- Sample of a test case they developed.