ITSM Consultant

4 weeks ago

London, UK, United Kingdom Pantheon Full time

Purpose of Position


An exciting opportunity has arisen for an experienced ITSM Consultant to join Pantheon’s Technology Operation Team to support specifically on an ongoing DORA project.

We are currently on a journey to make sure that we are compliant with the recently released DORA regulations. The purpose of this role is therefore to rewrite existing policies and write new ones where required to ensure Pantheon is compliant from day one of the legislation going live. Pantheon have already completed gap analysis and have a well define workstream. Strong experience in iTIL and ISO27001 are needed.


Furthermore, the candidate will have strong stakeholder management skills and ability to work independently with technical and non-technical stakeholders at all levels of seniority.

The position will report to the Head of Technology Operations within Pantheon’s Technology Department. They will be supported with the relevant materials and processes that Pantheon have developed.


Key Responsibilities


The ITSM Consultant is expected to assume the following key responsibilities plus any other reasonable duties as required:

  • Develop a clear understanding of the project, including objectives, scope and success criteria; proactively obtain any clarifications where necessary.
  • Write new policies and update existing ones where required, to uphold growing regulatory demands while remaining cognisant of Pantheon’s operating model both as a business and in Technology.
  • Elicit and document end-to-end technology process flows, controls based on policies as well as evidence collection processes at the appropriate level of detail.
  • Establish relationships with key stakeholders and subject matter experts.
  • Uphold architecture standards for documenting and maintaining business process flows and related artefacts.
  • Work with Technology, Risk and external suppliers where required.
  • Ensure successful adoption of business and Technology changes within the business community by maintaining engagement with the user base, enabling training and support as required.
  • Provide periodic progress reporting as required.


Knowledge and Experience Required


Functional


  • Very strong knowledge of and experience of iTIL and ISO27001.
  • Knowledge and experience of working on audit compliance change projects.
  • Experience working on audit related projects.
  • Ability to elicit and document detailed business requirements including provision of rationale and relevant context.
  • Ability to elicit and documenting end-to-end business process flows at all levels, alongside being well versed with Microsoft Visio for production of process maps.
  • Ability to work in a systematic, coherent and objective manner, demonstrating rigorous evaluation skills to arrive at an optimal solution.
  • Adept at queries, report writing and presenting findings.
  • Experience of waterfall and agile project life cycles within a structured environment.
  • Strong track record of successful delivery against project objectives and delivering fit for purpose solutions.
  • Consistently own and drive through issues to a successful conclusion with the respective teams in a timely manner.


Stakeholder Management


  • Lucid and structured communication tailored to the audience.
  • Experience in independently running workshops with both business as well as technical stakeholders to elicit business processes and requirements, review analysis and validate documented projects artefacts.
  • Ability to develop and execute stakeholder engagement strategies, build strong rapport, constructively challenge stakeholder assumptions and mediate between conflicting requirements ensuring consensus.
  • Ability to communicate complex solutions to stakeholders, both technical as well as non-technical in a clear and succinct manner.
  • Ability to communicate rationale behind business processes and bring business teams/stakeholders and senior partners to align and concur.
  • Exposure to working with external third-party vendors.


The following is desirable, but not essential


  • Knowledge of Private Equity.
  • DORA Exposure.
  • iTIL certifications.
  • Understanding of business architecture.
  • Understanding of Risk Frameworks.

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