Process Consultant - ITSM

Process Consultant

Key Responsibilities:

- Process Assessment: Conduct thorough assessments of existing ITSM processes to identify areas for improvement from End to End i.e. contracting terms to delivery to sign offs including SLA definition, tracking & management.

- Process Design: Develop and implement ITSM processes based on industry best practices and frameworks such as ITIL.

- Change Management: Lead change management initiatives to ensure smooth adoption of new processes.

- Process Implementation: Help projects to onboard to ITSM processes and ensure compliance

- Training and Support: Provide training and support to teams on ITSM processes and tools.

- Performance Monitoring: Establish metrics and KPIs to monitor the effectiveness of ITSM processes and drive continuous improvement.

- Documentation: Create and maintain detailed process documentation and standard operating procedures (SOPs).

Qualifications:

- Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

- Experience: Minimum of 5 years of experience in ITSM process consulting or a similar role. Overall 10+ years of experience.

- Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow), process modelling tools, and data analysis.

- Soft Skills: Strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to work collaboratively with cross-functional teams.