ITIL Process Lead

3 weeks ago

London, Greater London, United Kingdom FalconSmartIT Full time

Job Title: ITSM Functional Consultant

Job Type: Contract or Permanent

Job Location: Remote or On-Site


Job Description:

Role Overview:

We are seeking a highly skilled ITSM Functional Consultant to join our team at FalconSmartIT. As a Senior ITSM Functional Consultant, you will be responsible for providing functional consulting in ITSM space to implement various ITIL processes utilizing tools like ServiceNow while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new/enhanced processes.

Key Responsibilities:

  1. Implement/Standardize/Optimize ITSM, ITOM, CSM processes and functions for a large customer environment where IT services may get offered by multiple service providers
  2. Plan end-to-end ServiceNow function cum process implementation considering various business and strategic scenarios
  3. Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
  4. Lead functional process implementations for designed/re-designed processes using ITIL based tools like ServiceNow
  5. Work closely with ServiceNow technical team to implement the desired processes using Agile approach
  6. Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
  7. Perform end-to-end testing and supporting user acceptance testing
  8. Conduct operational trainings and follow organizational change management process
  9. Implement KPI measurement & reporting

Requirements:

  1. ITIL Functional Process Consulting or Process Management Lead
  2. ITIL Intermediate or Expert certified
  3. ISO 20000 Auditor is plus
  4. Project Management trained is preferred
  5. Strong customer service orientation
  6. Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
  7. Comfortable with and effective using 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 and changing environment; comfortable with and excited about being part of the driving force behind change management

Essential Requirements:

  1. BE/B. Tech (minimum), MBA (IT/Operations) is preferred
  2. Minimum IT experience required is 10+ years out of which at least 6-8 years in ITIL process functional consulting domain or ITIL Process owner/manager experience
  3. Hands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow or Summit is preferred)
  4. Strong oral and written communication skills with the ability to communicate technical information in non-technical language
  5. Proven people management skills for 8 – 10 people team
  6. Excellent English communication skills, both written and verbal, including business writing skills
  7. Experience of performance data analysis of ITIL processes
  8. ServiceNow certification is preferred but not a must
  9. Ability to work with all levels of client and internal resources
  10. Ability to organize, delegate, and leverage resources to accomplish objectives
  11. Supervisory skills and the ability to leverage support from other parts of the organization
  12. Organizational and time management skills

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