Description
Process consultant (PRO)
Analyses the information and the processes needed to support business plans. Formulates
functional and non-functional requirements of the business organisation and advises on the
lifecycle of the information solutions. Evaluates the impact in terms of change management.
Nature of the tasks
• Lead the development and adoption of operational best practices for service management
processes.
• Contribute to definition of an overall process strategy and goals, and ensure they are
understood across all services for all processes;
25
• Ensure that all processes are in place, are fit for purpose and follow the standard blue
print.
• Organize process advisory and tactical boards with process stakeholders.
• To ensure the management and ongoing optimisation of a centralised and fully integrated
toolset solution.
• Ensure process owners and controllers are in place with clearly defined roles and
responsibilities.
• Ensuring that process KPI’s are in place.
• Maintain structure and content of the process documentation in the knowledge
management system.
• Organize process reviews in order to continually improve and drive the effectiveness of
all processes.
Knowledge and skills
• Excellent understanding of IT service management best practices and standards (e.g.
ITIL, IT4IT, …).
• Process delivery in multi-tower and multi-site environment.
• Competent in using a variety of planning methodologies.
• Strong analytical skills with ability to interpret data and statistics analysing.
• Experience in forecasting/scheduling.
• Ability to communicate verbally and in writing.
• Ability to give presentations.
Technical certifications
• ITIL4 Managing Professional.
• ITILv3 Intermediate / Expert / MACL.
• IT4IT certification.
• UML, BPMN 2.0 (Business Modelling).
• OMG Certified Expert in BPM (OCEB).
Analyses the information and the processes needed to support business plans. Formulates
functional and non-functional requirements of the business organisation and advises on the
lifecycle of the information solutions. Evaluates the impact in terms of change management.
Nature of the tasks
• Lead the development and adoption of operational best practices for service management
processes.
• Contribute to definition of an overall process strategy and goals, and ensure they are
understood across all services for all processes;
25
• Ensure that all processes are in place, are fit for purpose and follow the standard blue
print.
• Organize process advisory and tactical boards with process stakeholders.
• To ensure the management and ongoing optimisation of a centralised and fully integrated
toolset solution.
• Ensure process owners and controllers are in place with clearly defined roles and
responsibilities.
• Ensuring that process KPI’s are in place.
• Maintain structure and content of the process documentation in the knowledge
management system.
• Organize process reviews in order to continually improve and drive the effectiveness of
all processes.
Knowledge and skills
• Excellent understanding of IT service management best practices and standards (e.g.
ITIL, IT4IT, …).
• Process delivery in multi-tower and multi-site environment.
• Competent in using a variety of planning methodologies.
• Strong analytical skills with ability to interpret data and statistics analysing.
• Experience in forecasting/scheduling.
• Ability to communicate verbally and in writing.
• Ability to give presentations.
Technical certifications
• ITIL4 Managing Professional.
• ITILv3 Intermediate / Expert / MACL.
• IT4IT certification.
• UML, BPMN 2.0 (Business Modelling).
• OMG Certified Expert in BPM (OCEB).