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Job Description
Job Purpose
- Perform planning, design, and implementation of ITIL/ISO20k processes to meet the evolving and changing needs of clients and provide assessment, design and redesign, and implementation solutions for clients.
- Analyze and identify recommendations for enhancements based on ITIL/ISO20k best practices.
- To improve existing practices and identify key operational measurements to use for process improvements and assist with the preparation of presentations and proposals and work on policy analysis for definition.
- Conduct ISO20000 gap analysis and ITIL Assessment highlighting current state, future state, client needs, best practices, and competition.
- Facilitating and documenting design workshops
- Participate in developing new services and product lines.
- Develop standards, templates, and procedures to aid in the development of the required work products.
- Understand client needs and matches them to relevant services or products.
- Deliver training and awareness sessions for ITIL and ISO20000.
- Develop – with coordination with unit head – ITSM RFPs and Technical Proposals
Responsibilities
- Maintain task delivery time:
- Maintain a service delivery time of task within 5% variance
- Maintain a task-customer-satisfaction rate of + 85%
- Participate in unit improvement:
- Receive approval on 3 service improvement suggestions
- 100% accomplishment of unit head assigned annual objectives
- Participate in unit knowledge development:
- Read/watch, analyze and knowledge transfer 5 whitepapers/knowledge nugget/article/webinar/event
- Attend 3 personal skills online courses (Udemy, LinkedIn, etc.) – with knowledge transfer.
- Acquire/Update job-related skills:
- Be certified/re-certified of 3 job-related certificates
Job Requirements
- Bachelor’s Degree in Computer Science or any related field in IT.
- + 4 years in any field in ITSM management or consultation
- 2-3 years holding any position in IT operations/support/infrastructure/security
- Training experience is preferred
- ITIL Expert (Required)
- ISO 20000 Lead implementer of Lead Auditor (Required)
- COBIT Foundation, assessor or implementer is preferred
- BPMN certificate is preferred
- MS Office; Word, PP, Excel, etc.
- MS Visio
- MS Project
- Good Presentation Skills
- Document development
- Self-aware
- Honest
- Open to learn
- Confident