IT Service Management Consultant

**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