FLUENT FRENCH IS MANDATORY - CONSULTANT BASED IN SPAIN IS PREFERRED (BUT NOT MANDATORY)
A degree or equivalent, preferably in Information Technology
1 Solid background in IT operational support or consulting, with experience in ITSM/ITIL process analysis and improvement.
2 ITIL V2 or V3 Foundations Certification required.
3 ITIL Practitioner or Service Manager Certification preferred.
4 BPM training/certification preferred.
5 5+ years relevant process consulting or equivalent experience.
6 Excellent verbal and written communication skills in English.
7 Proven experience in defining and deploying 'to be' best practice ITSM processes and in identifying solutions from a people, process and technology perspective.
8 Strong understanding and experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS.
9 Solid experience in requirements gathering, including experience in creating process documentation.
10 Excellent communication skills (both written and verbal) with strong. presentation and facilitation skills (proficiency in Visio, Word and PowerPoint).
11 Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
12 Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity.
Depending on the Project Manager, the successful candidate will join the consulting team to carry out the following functions:
1 Driving process definition, re-engineering, improvement and gap analysis of current/to-be processes during workshops with key customer sponsors and stakeholders.
2 Developing required documentation such as workshop agenda, presentations, gap analysis reports, process flow diagrams, roles/responsibilities.
3 Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks.
4 Promoting continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.
5 Managing and communicating ITSM process and business requirements to the implementation team as a bridge to ensure that the proposed solutions meet the customer's expectations.
6 Providing training and mentoring to other members of the services team.
7 Up to 50% travel annually.
Type of contract: Indefinido