What are the responsibilities and job description for the ITSM Process Consultant position at Practovate?
Job Description
- Design, develop, and document IT Service Management (ITSM) processes, workflows, and governance models aligned with ITIL best practices.
- Define and implement ITIL-based processes including Incident, Problem, Change, Release, Configuration, and Asset Management.
- Drive end-to-end Major Incident Management processes, ensuring timely resolution and stakeholder communication.
- Develop ITSM performance metrics, KPIs, service level agreements (SLAs), and reporting dashboards.
- Work with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools, including configurations and integrations.
- Support IT lifecycle activities including planning, requirements definition, design, implementation, testing, migration, and operations.
- Manage asset management and software license tracking processes.
- Oversee availability, capacity, and performance management processes.
- Ensure effective service delivery through SLA monitoring, reporting, and continuous improvement initiatives.
- Collaborate with cross-functional teams for technology refresh, operations, and service optimization.
- Drive process improvement initiatives using methodologies such as Six Sigma, PDCA, or similar frameworks.
- Provide training, documentation, and knowledge transfer for ITSM processes and tools.
- 10 years of experience in IT Service Management, IT Operations, or related roles.
- Strong knowledge of ITIL frameworks and ITSM concepts.
- Hands-on experience with ITSM platforms such as ServiceNow, BMC, or similar tools.
- Experience designing and documenting ITSM processes and workflows.
- Strong understanding of ITIL performance metrics, SLAs, and reporting structures.
- Experience in Major Incident Management and enterprise service operations.
- Familiarity with IT systems management tools including ticketing and workflow systems.
- Knowledge of process improvement methodologies such as Six Sigma, PDCA, or equivalent.
- Strong communication, stakeholder management, and documentation skills.
- IT Lifecycle Management: planning, analysis, design, implementation, and operations
- Service Delivery: availability, capacity, performance, SLA management
- Service Support: incident, problem, change, release, and configuration management
- IT Operations: asset management, license tracking, infrastructure refresh, and administration