IT Service Management

IT Service Management

Overview:
We are seeking a Process Analyst with expertise in IT Service Management to lead a transition from ITILv3 to ITILv4, ensuring convergence in process management across multiple geographical locations and fostering continuous improvement within our service delivery framework. This role involves extensive use of BPM (Business Process Management) tools for process modeling, simulation, and alignment with compliance and auditing standards.

Key Challenges:

• Drive the transition from ITILv3 to ITILv4, modernizing service delivery processes.
• Ensure consistent process management across regions using advanced BPM tools.
• Lead continuous improvement initiatives that enhance service delivery effectiveness and efficiency through process modeling and simulation.

Key Responsibilities:

• Develop and Implement ITIL4 Transition Strategy: Design and execute transition strategies to ITIL4, including training and communication plans for smooth adoption.
• Analyze and Standardize IT Service Processes: Evaluate current IT service delivery practices across regions and establish a unified process management framework using BPM tools.
• Collaborate with Global IT Teams: Work with global IT teams to align and standardize practices, focusing on compliance and auditing.
• Monitor Process Improvement Initiatives: Track and report on process management initiatives and their impact on service delivery; leverage process simulation tools to forecast outcomes and adjust strategies as needed.
• Identify and Lead Process Improvement Projects: Discover opportunities for process enhancement to improve service quality and operational efficiency, ensuring compliance with auditing standards.
• Optimize Processes with Lean and Agile Principles: Enhance agility and reduce process cycle times through lean and agile methodologies.
• Drive Continuous Improvement: Use ITILv4 best practices to maintain ITSM processes at the forefront of industry standards.
• Stakeholder Engagement for ITSM Changes: Ensure support for ITSM process changes through effective stakeholder engagement and robust change management plans.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• ITIL4 certification is highly preferred.
• Demonstrated experience in IT service management with expertise in process transition and implementation.
• Strong analytical and problem-solving skills.
• Excellent communication and project management abilities.
• Proficiency in BPM tools, process modeling, and simulation.

Preferred Skills:

• Hands-on experience implementing ITIL4 within an organization.
• Familiarity with ServiceNow and JIRA.
• Knowledge of IT operational models in service delivery.
• Understanding of the energy sector, especially related to data management.
• Experience managing compliance and auditing processes in IT service management.

Deliverables:

• Develop and execute ITIL4 transition strategies, including training and communication plans for seamless adoption.
• Standardize service delivery processes across regions using BPM tools.
• Partner with global IT teams to align practices, emphasizing compliance and auditing.
• Regularly monitor process management initiatives, using simulation tools to forecast outcomes and adjust strategies.
• Lead process improvement projects to enhance service quality and efficiency, meeting compliance standards.
• Apply lean and agile methodologies for process optimization.
• Maintain ITSM process standards by adopting best practices in ITILv4.
• Drive stakeholder engagement and manage ITSM process changes through effective change management plans.