| ITSM Service Improvement Consultant--Location -Remote with some travel (Need only local toBoston New England area. Must be in Northeast at minimum) at England, Arkansas, USA |
| Email: [email protected] |
| From: Subodh Kumar, TEK INSPIRATIONS LLC [email protected] Reply to: [email protected] Job Description -Preference for local!Need LinkedIn & writeup with submittal! ITSM Service Improvement Consultant 6 months Location -Remote with some travel (Need only local to Boston / New England area. Must be in Northeast at minimum) Must have: Candidate MUST be an ITSM expert, understand a best in class approach, specifically around Service Catalog. Must have 7 years of strong ITSM Experience Candidate needs to be able to manage difficult stakeholders with competing priorities, be able to synthesize information into concise communications. Must be direct, to the point and strong willed. They understand Agile, although this is a CPI engagement, they are running it in an agile format. Proven experience in IT Service Management, with a focus on process improvement and optimization. Familiarity with industry-standard ITSM frameworks (e.g., ITIL) and best practices. Strong analytical and problem-solving skills, with the ability to identify root causes and propose effective solutions. Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams and stakeholders. Project management experience, with the ability to manage multiple initiatives simultaneously. Knowledge of ITSM tools and their application to support service improvement efforts is a plus. Certifications such as ITIL, Six Sigma, or PMP are advantageous. Position Overview: We are seeking a highly skilled and motivated ITSM Service Improvement Consultant to join our newly formed global ITSM team in DTI (Dynamic Technology Innovators). The primary focus of this role will be to drive and implement service improvements across the Incident, Problem, Change, and Release Process areas. The successful candidate will work closely with the ITSM senior leader and other stakeholders to enhance the efficiency, effectiveness, and overall quality of IT services provided to the organization. Responsibilities: Analyze Existing ITSM Processes: Conduct a thorough analysis of the current Incident Management, Problem Management, Change Management, and Release Management processes. Identify strengths, weaknesses, and improvement opportunities based on industry best practices and organizational requirements. Recommend Process Enhancements: Provide clear and actionable recommendations for process improvements and optimizations. Collaborate with stakeholders to ensure the proposed enhancements align with business objectives and IT service goals. Develop Service Improvement Plan: Assist the ITSM senior leader in formulating a comprehensive service improvement plan. This plan will encompass process enhancements, tooling recommendations, and the establishment of key performance indicators (KPIs) for measuring progress. Customer Experience Enhancement: Work towards enhancing the overall customer experience by reducing service disruptions, improving response and resolution times, and enhancing communication channels between IT and end-users. Streamline IT Service Delivery: Identify opportunities for streamlining IT service delivery through automation, resource optimization, and process efficiencies. Help implement changes that result in more efficient and effective IT service management. Foster a Culture of Continuous Improvement: Encourage and promote a culture of continuous improvement, knowledge sharing, and collaboration within the ITSM team and across the organization. Project Management: Oversee the implementation of service improvement initiatives, ensuring that projects are delivered on time and within budget. Provide regular progress updates to stakeholders and handle any project-related risks or issues. Scope of Work Deliverables: Service improvement and detailed future state report, including identified improvement areas, proposed solutions, and implementation strategies. Implementation of the current service improvement roadmap, with ongoing identification of additional improvement opportunities as the project progresses. Implementation of key performance indicators (KPIs) tracking process and control feedback loops. Updates to process documentation, including revised process flows, standard operating procedures (SOPs), and work instructions. Tooling recommendations report, suggesting appropriate ITSM tools or enhancements to existing tools to support the improved processes. Project management of recommendations implementation and organizational change management, within the agreed-upon time boundaries and budget. If you are a proactive and results-driven ITSM professional with a passion for driving service improvement initiatives, we invite you to join our dynamic team and make a positive impact on our organization's IT service capabilities Keywords: information technology |
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| Thu Nov 30 02:34:00 UTC 2023 |