Senior ITSM Consultant

1 week 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:

FalconSmartIT is seeking a highly skilled ITSM Functional Consultant to join our team. As a Senior ITSM Consultant, 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 Processes: Implement, standardize, and optimize ITSM, ITOM, and CSM processes and functions for a large customer environment.
  2. Plan ServiceNow Function and Process Implementation: Plan end-to-end ServiceNow function and process implementation considering various business and strategic scenarios.
  3. Reengineer Processes and Design New Ones: 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: Lead functional process implementations for designed or redesigned processes using ITIL-based tools like ServiceNow.
  5. Work with ServiceNow Technical Team: Work closely with the ServiceNow technical team to implement the desired processes using an Agile approach.
  6. Support Process and Tool Implementation: Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts, and training material.
  7. Perform End-to-End Testing: Perform end-to-end testing and supporting user acceptance testing.
  8. Conduct Operational Trainings: Conduct operational trainings and follow organizational change management process.
  9. Implement KPI Measurement and Reporting: Implement KPI measurement and reporting.

Requirements:

  1. ITIL Functional Process Consulting or Process Management Lead: ITIL Functional Process Consulting or Process Management Lead experience is required.
  2. ITIL Intermediate or Expert Certified: ITIL Intermediate or Expert certification is required.
  3. ISO 20000 Auditor: ISO 20000 Auditor certification is a plus.
  4. Project Management Trained: Project Management training is preferred.
  5. Strong Customer Service Orientation: Strong customer service orientation is required.
  6. Passion for Analyzing Problems: Passion for analyzing problems, designing creative solutions in the form of process design and automation, driving continuous performance improvement is required.
  7. Comfortable with MS Office Applications: Comfortable with and effective using MS Office applications, including Visio.
  8. Close Attention to Detail: Close attention to detail and accuracy is required.
  9. Deadline Driven and Results Oriented: Deadline driven and results-oriented is required.
  10. Flexible Attitude: Flexible attitude and ability to interact with a diverse business user community and changing environment is required.

Education and Experience:

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

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