Itsm Functional Consultant - London, United Kingdom - FalconSmartIT

FalconSmartIT

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title
:
ITSM Functional Consultant

Job Type
:
Contract \ Permanent

Job Location
:
London, UK

ESM Senior Functional Consultant
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Role Overview
Senior ITSM Functional Consultant, a self-driven individual who would 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

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

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Desired Skills:

ITIL Functional Process Consulting or Process Management Lead
ITIL Intermediate or Expert certified
ISO 20000 Auditor is plus
Project Management trained is preferred
Strong customer service orientation
Passion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvement
Close attention to detail and accuracy
Deadline driven and results oriented
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

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Essential Requirements:

BE/B. Tech (minimum), MBA (IT/Operations) is preferred
Minimum IT experience required is 10+ years out of which at least 68 years in ITIL process functional consulting domain or ITIL Process owner/manager experience
Handson 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)
Strong oral and written communication skills with the ability to communicate technical information in nontechnical language
Proven people management skills for people team
Excellent English communication skills, both written and verbal, including business writing skills
Experience of performance data analysis of ITIL processes
ServiceNow certification is preferred but not a must
Ability to work with all levels of client and internal resources
Ability to organize, delegate, and leverage resources to accomplish objectives
Supervisory skills and the ability to leverage support from other parts of the organization
Organizational and time management skills

Regards,

Sivaranjani