22 days old
2017-10-272017-11-24

ITIL Process Consultant

Washington, DC 20433
  • Job Code
    584739

Position Overview:


This position will provide ITSM process consulting services specifically in the areas of change, release, service asset and configuration management in migrating processes from legacy custom Remedy to ServiceNow. The role requires expertise in process design and implementation of OOTB and configurable ServiceNow capabilities of core ITSM processes.


Essential Job Functions:


- Provide leadership and ITIL experience to simplify and improve the current processes based on industry best practices


- Assist in mapping and translating process workflows for Change, Release and Configuration management from the legacy custom Remedy system to OOTB ServiceNow system


- Assist in identifying and redesigning modifications to the business processes for Change, Release and Configuration management that are to be migrated to OOTB ServiceNow based on ISO 20000-1:2 requirements and industry best practices


- Work with technical implementation team implementing ServiceNow to ensure ITSM process requirements are translated into appropriate solutions design and configuration in ServiceNow


- Assist the ITSM process team in mapping system integration data from other systems like SAP, SharePoint, vRealize, AppDynamics, file data feeds from storage and network teams, Troux into ServiceNow data elements


- Technical assistance in preparing the new process guide for change and release management for infrastructure and application teams in using the new ServiceNow system


- Technical assistance in preparing the new process guide for configuration and asset management for applications, data center and end user devices in using the new ServiceNow system


- Assist with preparing & structuring test cases and developing technical content of training materials.


- Develop custom reports


- Collaborate with project managers, infrastructure team, application developers, and users at all levels


- Extract requirements, redesign process flows, and implement the processes


- Understand the ITSM landscape of the Customer and understand In-scope ITIL processes to be designed


- Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer's environment


- Prepare the Process definition plan, identify the reviewers, and process sign-off mechanism


- Author the Process documents and get them signed-off


Educational Qualifications and Experience:


- Education: Bachelor's degree in Computer Science


- Role Specific Experience: 5+ years of relevant IT experience with minimum 2 years of experience of at least 2 ServiceNow implementations of core ITSM processes


- 3+ years of extensive hands-on experience in conducting assessments, in designing business processes for infrastructure and application change, release, configuration and asset management and implementing ITIL service management solutions


- Hands-on experience in migrating from Remedy to ServiceNow for change, release, configuration and asset management as well as mapping Remedy CMDB to ServiceNow CMDB and asset table


- Hands-on experience in training end users in the usage of ServiceNow for change, release, configuration and asset management


- Expert in creating ad-hoc reports using ServiceNow


- Experience in preparing process documentation, training materials, and user test cases


- Strong project management experience


- Demonstrable experience leading business process workshops


- Experience developing standard methods, tools & templates


Certification Requirements:


- ITIL V3 certification, ISO20000 Certification ITIL Manager's certificate (preferred)


Required Skills/Abilities:


- Expert in ITSM process design with an excellent knowledge of Infrastructure and Application Change, Release, Configuration and Service Asset, Incident and Problem Management using ServiceNow


- Expert in ServiceNow OOTB / configurable capabilities / features for change, release, configuration, asset management, CMDB, asset tables, and reporting


- Expert knowledge of ISO 20000-1/2 requirements


- Expert in using Visio and MS Project


- Excellent presentation skills, verbal and written communication skills, and facilitation skills


- Good documentation and process flow diagramming skills


Desired Skills/Abilities (not required but a plus):


- Experience with Process designing in at least 2 ITSM Engagements


- ITIL V3 Expert/ITIL 2011 Expert / ITIL 2011 Intermediate Certified


- Experience with implementing and auditing ISO 20K requirements


- Experience with JIRA and TFS implementation


Pluses for Levels: (level II, III):


- Proven capability to design and implement above processes and drive adoption.


Experience Matrix for Levels:


- Level II - 5+ years of experience

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  • Information Technology

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ITIL Process Consultant

Randstad Technologies
Washington, DC 20433

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ITIL Process Consultant

Randstad Technologies
Washington, DC
US

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