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ITSM Functional Consultant

2 months ago

London, Greater London, United Kingdom FalconSmartIT Full time

Job Title: ITSM Functional Consultant - Process Improvement Expert

Job Type: Contract or Permanent

Job Location: Remote or On-Site


Job Description:

Role Overview:

FalconSmartIT is seeking a highly skilled ITSM Functional Consultant to join our team. As a key member of our IT service management team, you will be responsible for providing functional consulting in ITSM space to implement various ITIL processes utilizing tools like ServiceNow. You will analyze current operational processes, assess and design or redesign these processes to drive significant improvements in productivity, quality, and service.

Key Responsibilities:

  1. Implement and Standardize ITSM, ITOM, CSM Processes:
  2. Plan End-to-End ServiceNow Function and Process Implementation:
  3. Reengineer Existing Processes and Design New Processes:
  4. Lead Functional Process Implementations:
  5. Work Closely with ServiceNow Technical Team:
  6. Support Process and Tool Implementation:
  7. Perform End-to-End Testing and User Acceptance Testing:
  8. Conduct Operational Trainings and Follow Organizational Change Management Process:
  9. Implement KPI Measurement and Reporting:

Requirements:

  1. ITIL Functional Process Consulting or Process Management Lead:
  2. ITIL Intermediate or Expert Certified:
  3. ISO 20000 Auditor (Plus):
  4. Project Management Trained (Preferred):
  5. Strong Customer Service Orientation:
  6. Passion for Analyzing Problems and Designing Creative Solutions:
  7. Comfortable with MS Office Applications, Including Visio:
  8. Close Attention to Detail and Accuracy:
  9. Deadline Driven and Results Oriented:
  10. Flexible Attitude and Ability to Interact with a Diverse Business User Community:

Essential Requirements:

  1. BE/B. Tech (Minimum), MBA (IT/Operations) (Preferred):
  2. Minimum IT Experience Required is 10+ Years:
  3. At Least 6-8 Years in ITIL Process Functional Consulting Domain or ITIL Process Owner/Manager Experience:
  4. Hands-on Work Experience on at Least One Service Management Tool:
  5. Strong Oral and Written Communication Skills:
  6. Proven People Management Skills for 8 – 10 People Team:
  7. Excellent English Communication Skills:
  8. Experience of Performance Data Analysis of ITIL Processes:
  9. ServiceNow Certification (Preferred but Not a Must):
  10. Ability to Work with All Levels of Client and Internal Resources:
  11. Ability to Organize, Delegate, and Leverage Resources to Accomplish Objectives: