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Job Description
The ITSM Consultant candidate will be responsible for developing, engineering and implementing service management processes in the ITIL framework. The primary goal is to deliver process consultancy to our clients and to support them to achieve the ISO 20K Certificate.
Successful candidate should be experienced and dynamic Consultant to work directly with customer accounts. Successful candidate should have excellent software and system design skills, including knowledge of ITIL, ISO20K, TOGAF, COBIT, CMMI and SDLC. The job requires technical and customer-facing role with the following responsibilities:
- Gather, validate, and document business requirements within a single function.
- Responsible for designing detailed end to end ITIL Processes with automation requirements.
- Support organization to achieve ISO 20K Certificate.
- Support end-user training through preparation and delivery of training course and materials.
- Analyze and document business processes, assess new process requests, and create detailed processes flow diagrams.
- Train and coach technical staff to be aligned with organization processes.
- Conduct gap assessments and devise road maps.
- May manage small size project.
Job Requirements
Requirements:-
- Strong Verbal and Written Communication.
- Stakeholder management at senior level with internal and external customers.
- Operational/Service background.
- Financial and commercial acumen.
- Skilled in objection handling and conflict resolution.
- 5+ years of project experience in ITIL Process Consultancy.
- Experience developing roadmaps, implementations.
- 10+ years of IT industry experience.
- Background of ITSM implementation projects using Enterprise ITSM solution (Micro Focus, IBM, BMC…etc.).
- Ability to deliver in agile environments and strong stakeholders’ coordination and communication.
- Sample process documents should be demonstrated.
Education & Certificates:
- Preferred field of study: Computer Science, Engineering or a relevant technical field.
- Must have ITIL Expert certification.
- ISO 20000 implementation/audit certificate is a major plus.
- Preference will be given to candidates who have completed training in ITIL 4.
- Bonus certifications: TOGAF, PRINCE2, COBIT, PMBOK, IT Balanced Scorecard.
- Technical Certificates related to Enterprise ITSM Solutions like Micro focus, BMC, IBM and Servicenow are plus.
