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IT Service Management

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Winning

1mo ago

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
    Business, Operations & Strategy

AI generated summary

  • You must have a Bachelor's in IT/Computer Science, ITIL4 certification, IT service management experience, analytical skills, strong communication, and proficiency in BPM tools.
  • You will design ITIL4 transition strategies, standardize IT service processes globally, lead improvements with Lean/Agile methods, and engage stakeholders for successful ITSM changes.

Requirements

  • 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.

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.

FAQs

What is the primary role of the Process Analyst in this IT Service Management position?

The primary role of the Process Analyst is to lead the transition from ITILv3 to ITILv4, ensuring consistent process management across multiple geographical locations and driving continuous improvement within the service delivery framework.

What qualifications are required for this position?

A Bachelor’s degree in Information Technology, Computer Science, or a related field is required, along with ITIL4 certification, demonstrated experience in IT service management, strong analytical skills, excellent communication abilities, and proficiency in BPM tools.

What are the key responsibilities of the Process Analyst?

Key responsibilities include developing and implementing an ITIL4 transition strategy, analyzing and standardizing IT service processes, collaborating with global IT teams, monitoring process improvement initiatives, leading process improvement projects, optimizing processes using lean and agile principles, and driving stakeholder engagement for ITSM changes.

Are there any preferred skills for this position?

Yes, preferred skills include hands-on experience implementing ITIL4, familiarity with ServiceNow and JIRA, knowledge of IT operational models, understanding of the energy sector related to data management, and experience managing compliance and auditing processes in IT service management.

What type of tools will the Process Analyst use in this role?

The Process Analyst will extensively use BPM (Business Process Management) tools for process modeling, simulation, and ensuring compliance with auditing standards.

What are some key challenges faced in this role?

Key challenges include driving the transition from ITILv3 to ITILv4, ensuring consistent process management across regions, and leading continuous improvement initiatives to enhance service delivery effectiveness and efficiency.

What deliverables are expected from the Process Analyst?

Expected deliverables include developing and executing ITIL4 transition strategies, standardizing service delivery processes, partnering with global IT teams for compliance alignment, monitoring process management initiatives, leading process improvement projects, applying lean and agile methodologies, and managing stakeholder engagement for ITSM changes.

How important is stakeholder engagement in this role?

Stakeholder engagement is critical in this role to ensure support for ITSM process changes and to implement effective change management plans.

Become Winners. Together.

Consulting
Industry
201-500
Employees
2011
Founded Year

Mission & Purpose

Winning Consulting is a global management consulting firm that specialises in business transformation, strategy, and operational improvement. They help companies navigate complex challenges by offering expert guidance in areas such as digital transformation, organisational efficiency, and process optimisation. Winning Consulting's ultimate mission is to deliver sustainable growth and performance improvements to its clients through tailored strategies and innovative solutions. Their purpose is to empower organisations to reach their full potential, ensuring long-term success in an increasingly competitive business environment.