IT Service Management Consultant
1 week ago
**JOB TITLE: IT SERVICE MANAGEMENT CONSULTANT**
**JOB REQUIREMENTS**
**Education & Certifications**:
- Bachelor's degree in IT, Computer Science, or a related field.
- ITIL v4 Foundation certification is mandatory; higher-level certifications (e.g., Managing Professional, Strategic Leader) are preferred.
- Certifications in project management methodologies (e.g., PMP, PRINCE2) are a plus.
**Experience**:
- Minimum of 5-7 years of experience in IT Service Management, including process assessment, documentation, and improvement.
- Proven experience conducting ITSM maturity assessments, process gap analyses, and developing ITSM roadmaps.
- Strong experience implementing ITIL practices and tools within enterprise or government organizations.
- Experience developing ITSM recommendations, roadmaps, and training plans for diverse stakeholders.
**Technical Skills**:
- Proficiency in ITSM tools (e.g., ServiceNow, BMC SummitAI, FreshWorks, HPSM, etc).
- Strong knowledge of ITIL processes: Incident Management, Problem Management, Change Enablement, etc.
- Experience with reporting tools, dashboards, and performance metrics (KPIs).
**Soft Skills**:
- Strong analytical and problem-solving skills to identify gaps and recommend practical solutions.
- Excellent documentation skills, with an ability to produce structured reports, recommendations, and implementation plans.
- Effective communication skills to engage with stakeholders across technical and non-technical teams.
- Ability to manage multiple priorities in a fast-paced, structured environment.
**KEY ROLES AND RESPONSIBILITIES**
**ITSM Maturity Assessment & Process Documentation**:
- Conduct a comprehensive ITSM maturity assessment to evaluate current processes, tools, and performance against industry best practices.
- Document and analyze AS-IS and TO-BE ITSM processes, providing a clear comparison of current and desired states.
- Develop detailed ITSM process documentation, aligning with ITIL v4 frameworks.
**Gap Analysis & Recommendations**:
- Perform an ITSM process gap analysis to identify key gaps in current ITSM practices, risks, and opportunities for improvement.
- Develop actionable recommendations for process improvement, tool selection, and stakeholder training to enhance ITSM capabilities.
**ITSM Roadmap Development**:
- Develop a structured ITSM roadmap document outlining key initiatives, milestones, timelines, and resource requirements for ITSM improvement.
- Ensure alignment of the roadmap with organizational priorities, capacity, and ITSM goals.
**Implementation Planning**:
- Create a comprehensive ITSM implementation plan detailing the phased rollout of ITSM processes, change management strategies, and communication plans.
- Support teams through implementation phases, ensuring processes are embedded effectively.
**Training & Knowledge Transfer**:
- Develop a detailed ITSM training plan to build the skills of employees and ensure adoption of new ITSM processes and tools.
- Facilitate training sessions, workshops, and knowledge transfer programs for stakeholders.
**Stakeholder Collaboration**:
- Collaborate with stakeholders, including IT leadership, process owners, and operational teams, to ensure successful delivery of ITSM initiatives.
- Provide progress updates, reports, and KPIs to track ITSM improvement outcomes.
**Compliance & Best Practices**:
- Ensure ITSM documentation and deliverables align with ITIL best practices and organizational compliance requirements.
- Continuously monitor and evaluate ITSM processes for alignment with business needs.
**Job Types**: Temporary, Contract
Contract length: 3 months
Application Question(s):
- Please indicate your salary expectations for the period of 03 months and extendable contract. Also, indicate your availability to start from 01st January 2025.
**Experience**:
- IT Service Management, including process assessment: 5 years (required)
- ITSM maturity assessments, process gap analyses: 5 years (preferred)
- implementation of ITIL practices: 5 years (preferred)
Expected Start Date: 01/01/2025
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