The Service Management Consultant is primarily responsible for defining, building, implementing, and executing one or more ITSM processes, and providing ongoing oversight to ensure these processes continue to meet business needs. ITSM processes support and enhance the way IT delivers and affect the performance of the IT organization. The focus of this specific role is Problem Management.
The Service Management Consultant – Problem Management, leads and directs the investigation and resolution of complex cross-functional problems under time pressure. The incumbent is able to recognize organizational and procedural problems that have the potential to negatively impact the quality of IT Services and takes initiative to address these risks. As a leader with strong communication and organization skills, the ITSM Consultant – Problem Management facilitates root cause analysis of critical incidents and drives actions to improve availability, manageability, and stability. The ITSM Consultant is self-driven and works independently and in close collaboration with peers and leadership across IT.
The Service Management Consultant plays an important role in enabling business capabilities by managing processes that are practical, business driven, and able to integrate with existing organizational structures and IT systems. The Service Management Consultant collaborates directly with leaders and stakeholders throughout IT and the business to define problems and resolutions and to provide guidance in support of the processes he/she owns. The Service Management Consultant also provides direction and coaching to Service Management Analysts and Sr. Service Management Analysts in support of processes owned throughout the SM team.
To be successful, the Service Management Consultant must have strong knowledge of requirements and methodologies for developing, maintaining, and executing ITSM processes, with an emphasis on Problem Management.
• The ITSM Consultant Problem Management leads the development, implementation and evolution of the ITSM Problem Management process portfolio by defining goals, deliverables and KPIs to ensure the implementation of efficient and sustainable processes •Leverages industry-leading standards, practices and frameworks to design, improve and evolve ITSM processes, while working within the ITSM governance framework as well as the guardrails established by the ITSM Service Manager •Identifies, recommends and implements ITSM tool enhancements and continuous process improvement initiatives to reduce cost, risk and improve time to value•Works collaboratively with all functions within the enterprise (inside and outside IT, including external providers) to ensure processes are executed as designed •Develops process roadmaps in collaboration with stakeholders across IT and the business to integrate processes with the broader ITSM strategy•Creates and maintains process documentation and measurements (Policy, Process Flows, Procedures, KPIs, etc.)•Utilizes various root cause methodologies to drive root cause analysis of business impacting incidents, including identification of corrective and preventative actions•Builds and maintains collaborative relationships across the enterprise to ensure ITSM process is a business enabler
Required Minimum Qualifications:
•Bachelor's Degree in Computer Science, Information Systems, or related field plus 4 years of experience in Information Technology OR 7 years of experience in Information Technology
•3 years of experience in planning, designing, implementing and supporting ITSM processes
•Demonstrated experience leading projects
•Demonstrated experience working with cross-functional teams
•Demonstrated excellence in verbal communications, facilitation and business writing
•5+ years experience using and supporting an ITSM tool (e.g. Remedy, Service Now)
•5+ years experience in successful execution of the ITSM Problem Management process, including utilization of root cause analysis methodologies•2+ years people management experience•2+ years experience working with global teams•Certification in ITIL, Six Sigma, Project Management, Dev/Ops•Demonstrated ability to define and deliver process KPIs
Job ID 1506363BR