ITSM Consultant

The Job Description

• Assess current IT operations maturity, identify gaps and shape solutions.
• Set up ITSM planning, identify implementation requirements, and design ITSM blueprint roadmap.
• Develop, document, maintain, and audit ITSM processes and procedures.
• Define RACI matrix for IT resources.
• Ensure that each process has a clearly defined input and outcome.
• Improve customer experience by delivering a cohesive and effective set of solutions through a clear strategy and data-driven delivery model.
• Proactively learn new concepts and technologies in the event analysis of situations requires an in-depth knowledge of organizational objectives.
• Develop ITSM Metrics, KPIs, and SLAs.
• Analyze information obtained from ITSM tools and make sound recommendations for process improvements.
• Assess AS-IS ITSM technology, process & policies, and resource and identify weakness areas and pain points compared to industry best practices.
• Deliver impeccable quality of people, process, and tooling consultation to ensure our clients are properly guided and supported in the areas of their business for which we’re contracted to engage.
• Demonstrate maximum breadth of understanding and flexibility across all IT subject areas to relentlessly and tactfully seek out opportunities to grow and elongate the client engagements.
• Make decisions regarding process and / or service improvements and third-party tools for implementation.
• Drive the execution of ITSM roadmaps to ensure that processes and / or services are aligned with stakeholder needs.
• Lead ITSM process and / or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

Requirements :

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