Itsm Consultant

1 week ago

Doha, Qatar Cartafella Analytics Full time

We are looking for ITSM Consultant / ISO 20000 Specialist for Qatar.

Key Responsibilities
- Lead and support full lifecycle ITSM implementation projects, including gap assessments, planning, documentation, process design, training, and certification readiness for ISO/IEC 20000-1:2018.
- Design, implement, and enhance ITSM processes such as Incident Management, Change Management, Problem Management, Service Request, Service Catalogue, SLA Management, Configuration Management, and other relevant areas as per project scope.
- Conduct ITSM domain workshops and assessments to identify opportunities for service improvement, process alignment, and operational efficiency.
- Develop, review, and maintain ITSM documentation including policies, procedures, service catalogues, and Service Level Agreements.
- Guide clients on integrating ITSM tools in alignment with defined ITSM processes.
- Facilitate training and knowledge transfer sessions to client teams on ITSM processes, roles, and responsibilities.
- Assist clients during internal audits, certification audits, and surveillance audits by ensuring all required evidence and artifacts are prepared and compliant with ISO/IEC 20000-1:2018 requirements.
- Provide continual service improvement (CSI) strategies and performance monitoring frameworks aligned with service management goals.
- Demonstrate strong leadership, problem-solving, and decision-making skills to effectively manage project challenges and ensure successful delivery.
- Promote a collaborative and client-focused approach, building trust and maintaining strong professional relationships with stakeholders at all levels.

Key RequirementsEducation & Certification
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- ISO/IEC 20000-1:2018 Lead Implementer or Lead Auditor certification (preferred).
- ITIL v4 Foundation Certification (preferred).

Experience & Competencies
- Minimum 5 years of experience in ISO/IEC 20000 implementations/audits, ITSM consulting, IT GRC, or IT Governance.
- Proven track record in managing IT Service Management domains and operations while aligning them with business needs.
- Experience with ITSM tools is highly desirable.

**Skills**:

- Technical Skills
- Strong understanding of IT Service Management principles and ISO/IEC 20000-1:2018 standard requirements.
- Analytical, documentation, and presentation skills.
- Ability to manage multiple assignments simultaneously and deliver within agreed timelines.
- Soft Skills
- Excellent verbal and written communication skills with the ability to articulate complex concepts clearly.
- Strong stakeholder engagement, negotiation, and conflict resolution capabilities.
- Effective leadership and team management skills to inspire, motivate, and guide project teams.
- High adaptability and resilience to handle dynamic project environments and challenges.
- Collaborative mindset with a focus on client satisfaction and service excellence.
- Strong critical thinking and problem-solving abilities to provide actionable insights and solutions.

Pay: QAR15,000.00 - QAR21,000.00 per month

**Experience**:

- ISO/IEC 20000 implementation: 2 years (preferred)
- ITSM tools : 3 years (preferred)

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