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  • ITSM Consultants Heredia Province
  • Korn Ferry in Heredia Province, Heredia, Costa Rica
  • jobs
  • 1 month ago

jobs description

Job Summary

This position is also responsible for advising and implementing IT Service Management (ITSM) best practices. The ideal candidate will bring a wealth of experience in ITSM frameworks, process optimization, and a proven ability to deliver strategic solutions that align with business objectives. The ITSM Consultant will be crucial in supporting and optimizing IT Services and processes, ensuring the delivery of high-quality IT services aligned with business needs at an appropriate level of investment. Generate and analyze data related to IT services and processes, identifying low adoption and duplication and rationalizing services within the portfolio, and opportunities for optimization. Present findings to relevant stakeholders as needed. Review Incident records, identify if Change Related, flag for Change Review Board or Problem Ticket Review Board as needed, validate incident urgency and priority based on incident record notes and log, validate records are complete, and... create and assign tasks to the Major Incident team if updates are necessary. Identify process violations and work with Proactive Managers to assess corrective actions. Review incidents to identify patterns and trends. Work with Application owners to create Proactive Problem records that will address the issues identified. Monitor the Proactive Problem records to ensure the application teams conduct root cause analysis for recurring incidents and problems, working towards permanent solutions to prevent future occurrences. Support the change management process by reviewing and evaluating change requests, ensuring they adhere to established policies and procedures. Coordinate and facilitate assigned Process Improvement Team (PIT) meetings, monitor and drive follow-up activities. Assist in the monitoring and reporting of service level agreements (SLAs) to ensure compliance and performance targets are met. Contribute to the continuous improvement of service levels.

Responsibilities
• Using ServiceNow, generate and analyze data related to IT services and processes, identifying low adoption and duplication and rationalizing services within the portfolio, and opportunities for optimization.
• Present findings to relevant stakeholders as needed. Review Incident records, identify if Change Related, flag for Change Review Board or Problem Ticket Review Board as needed, validate incident urgency and priority based on incident record notes and log, validate records are complete, and create and assign tasks to the Major Incident team if updates are necessary. Identify process violations and work with Proactive Managers to assess corrective actions.
• Review incidents to identify patterns and trends. Work with Application owners to create Proactive Problem records that will address the issues identified. Monitor the Proactive Problem records to ensure the application teams conduct root cause analysis for recurring incidents and problems, working towards permanent solutions to prevent future occurrences
• Support the change management process by reviewing and evaluating change requests, ensuring they adhere to established policies and procedures.
• Coordinate and facilitate assigned Process Improvement Team (PIT) meetings, monitor and drive follow-up activities.
• Assist in the monitoring and reporting of service level agreements (SLAs) to ensure compliance and performance targets are met.
• Contribute to the continuous improvement of service levels.
• Assist in implementing, maintaining, and enhancing IT services and processes.
• Participate in Change Advisory Board (CAB) and Problem Ticket Review Board (PTRB) meetings as needed.
• Maintain accurate and up-to-date documentation for IT services, processes, procedures, and configurations.
• Contribute to the development and management of the knowledge base.

Qualifications
• Bachelor's Degree in CIS, Business Administration, or related field and Minimum eight (8) years IT experience
• In lieu of a bachelor’s degree, equivalent work experience of three (3) years may be substituted for a total of eleven (11) years’ experience.
• Three (3) of the EIGHT (8) years implementing or supporting ITSM processes or services.

Additional Requirements
• Proficiency in MS Excel and Word
• Three (3) years of experience in all ITSM service modules
• Three (3) years of experience as a customer and administrator of ServiceNow
• Knowledge of service desk operations and ticketing systems
• Excellent communication, presentation, and client-facing skills
• Experience working with service owners to develop and implement IT services.
• Experience using ServiceNow Service Portfolio Management Module
Heredia Province Heredia Costa Rica

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