ITSM Expert - 6+ Months - Remote - Start ASAP

RED Commerce GmbH
Contact person: Zsófia Rasch
Mannheim,  Germany
80% remoteFreelanceasapDuration 6 months100% workload
ITAtlassian JiraEnterprise Information ManagementIBM Service Management FrameworkInformation Technology Infrastructure Libraries (ITIL)IBM Information Management SystemIT Service ManagementOnline Service ProviderMigration ManagerRemote Infrastructure ManagementRemote Service SoftwareService ManagementSoftware Project ManagementTest ManagementSoftware OrganizationEnterprise Meta EnvironmentInformation Security Management SystemWorkday Project ManagerServiceNow IT Operations ManagementTeamsiteTeamcenter (Software)

Description

For our end client, we are looking for a hands-on ITSM & Jira Service Management Expert.
Your main responsibility will be to support the project team in the design and implementation of practical ITSM processes within an international, cross-functional environment.
Responsibilities
  • Define roles, responsibilities, RACI matrices, and escalation paths
  • Facilitate international workshops and translate outcomes into actionable processes and JSM configurations
  • Subsequently perform the hands-on implementation in Jira Service Management (JSM)
  • Define interfaces and handovers between Change, Release, Deployment, Incident Management, and the project organization
Requirements
  • Strong ITSM expertise, ideally based on ITIL best practices
  • Several years of experience working in international, cross-functional teams, decentralized IT organizations, and with external service providers
  • End-to-end implementation experience with Jira Service Management
  • Proven experience leading the design and implementation of ITSM processes for international organizations as a lead consultant or subject matter expert (SME)
Project Details
  • Start: ASAP
  • Duration: 6 months (+ extension option)
  • Workload: 5 days per week
  • Location: Primarily remote, with agreed on-site assignments in Mannheim
  • Language: English
Telephone interviews with our end client can be arranged at short notice, followed by a quick decision-making process.
If you are interested in this project, or if you can recommend someone suitable, please feel free to get in touch.

Application form