ITSM Consultant

• Perform planning, design and implementation of ITIL/ISO20k processes to meet 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

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