Blue Pearl Consulting is a boutique management consulting firm with a focus on helping businesses achieve sustainable competitive advantages. Mission: To be fanatical about solving problems and delivering superior solutions to our clients that maximize bottom line results. Vision: To be the go-to trusted partner for our clients, providing strategies and actionable solutions that position them for sustainable growth. Values: Integrity - We do the right thing, without compromise and without regards to consequences.
Job Description
- The ITSM Process Manager - L3 is responsible for overseeing IT Service Management (ITSM) processes, with a focus on ServiceNow implementation and optimization within the organization.
- This role requires a deep understanding of ITIL practices and a strong capability to design, implement, and improve ITSM processes.
- The Process Manager acts as a domain consultant, ensuring that IT services align with business needs and are delivered efficiently and effectively.
Key Responsibilities
ServiceNow Implementation and Management:
- Act as the primary consultant for ServiceNow, managing its configuration, customization, and optimization to meet organizational needs.
- Oversee the implementation of ServiceNow modules, ensuring alignment with ITSM best practices and business requirements.
- Work closely with ServiceNow developers to implement new features and functions, ensuring they meet user and business requirements.
Process Design and Improvement:
- Develop, design, and implement ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management.
- Continuously assess and refine ITSM processes to improve efficiency, reduce response times, and enhance user satisfaction.
- Establish performance metrics and monitor process effectiveness, adjusting as needed for continuous improvement.
Stakeholder Management:
- Collaborate with business stakeholders, IT teams, and service owners to align ITSM processes with organizational goals and objectives.
- Facilitate regular meetings with stakeholders to review ServiceNow functionality, gather feedback, and implement improvements.
- Act as a point of contact for escalations and complex issues related to ITSM processes.
Documentation and Training:
- Maintain detailed documentation of ITSM processes, workflows, and ServiceNow configurations.
- Develop training materials and conduct training sessions for IT staff and end-users on ITSM tools and processes.
- Document best practices, process changes, and configuration details to support knowledge transfer and continuous improvement.
Compliance and Governance:
- Ensure that ITSM processes comply with organizational policies, industry regulations, and best practices.
- Conduct regular audits and reviews to verify adherence to ITSM standards and identify areas for improvement.
- Implement governance frameworks to manage and control changes to ITSM processes.
Qualifications
- Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (preferred).
- Experience: Minimum of 5 years of experience in IT Service Management, with at least 2-3 years in an L3 role or equivalent.
- Certifications: ITIL Foundation certification is required; ITIL Intermediate or Expert level is a plus. ServiceNow certification as a Domain Consultant or in a related field is highly desirable.
Skills and Competencies:
Technical Skills:
- In-depth knowledge of ITIL processes and best practices.
- Strong expertise in ServiceNow, including configuration, customization, and workflow development.
- Experience with ITSM tools, especially ServiceNow, as well as other IT management frameworks.
- Ability to analyze and optimize ITSM processes for enhanced performance and alignment with business goals.
Soft Skills:
- Excellent communication and interpersonal skills for effective collaboration with stakeholders.
- Strong analytical and problem-solving abilities, with attention to detail.
- Ability to manage multiple priorities and adapt to a fast-paced environment.
- Proactive and able to work independently, demonstrating initiative in process improvements.
Method of Application
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