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IT Service Management Consultant (ITSM) SHORT TERM

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Job Type Contract
Location Doha
Salary N/A
Contact Radhish Kumar Nagarajan

Position

IT Service Management Consultant (ITSM)

Duration

5 months (extendable)

Location

Doha/RasLaffan

Key Responsibilities

§ Conduct full assessment of the current “as is” situation

§ Provide a comprehensive finding and improvement recommendation report (covered the ITSM overall and individual process)

§ Develop process improvement plan

§ Develop process design and implementation plan

§ Design and develope SACM, Knowledge, Capacity, Continuity, SLM, Release and CSI processes

§ Process design must include all process elements, such as; Policy, Procedure, KPI’s & Metrics, Roles & Responsibilities, RACI, Reporting and Training material etc.

§ Service Level Management Process design will include defining and developing the Service level agreements (SLA’s),Operation Level Agreement (OLA’s) and Underpinning Contracts (UC’s) for all IT services

§ Conduct process design workshops and presentations

§ Improve existing ITSM processes policy and procedures

§ Provide knowledge transfer sessions to all processes practitioners

§ Provide input and customization recommendation to ITSM tool implementation project

§ Provide implementation progress report

Educational Qualification

§ Bachelors Degree in Computer Science or related fields

§ ITILv3/11 Expert Certification 
ITIL v3/11 Practitioner Certification

§ Project Management skills

Required Professional Qualifications/Skills ( minimum 7 years’ experience )

  • Knowledge of implementation strategies for ITIL v3/11-based service strategy, design, transition, operations and CSI
  • Consultation experience with developing, implementing and operating Event Management, Incident Management, Request Fulfilment, Problem Management, Change Management, Service Portfolio, Service Catalog, Capacity Management, Continuity Management, Availability Management and Service Asset and Configuration Management.
  • Experience with ITILv3/11 continual service improvement
  • Knowledge of Enterprise IT operations processes and procedures
  • Experience with enterprise ITSM tools BMC-Remedy
  • Ability to balance multiple concurrent activities and manage time efficiently
  • Possession of excellent oral and written communication skills
  • Experience with performance analysis, quality assurance, quality control, and
  • Experience with IT problem solving and process management
  • Experience in working with customer service, information security, IT systems architecture, and development teams
  • Experience in infrastructure operations, business analysis, or process design.
  • Experienced in using Microsoft Project, MS Visio, and MS PowerPoint
  • Experience with leading, facilitating and documenting design workshops

Experience in developing ways of accomplishing goals with little or no supervision and with deliverable based model, depending on oneself to complete objectives and determining when escalation of issues is necessary.

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