We are looking for a Service Process Architect for a friendly Pre-sale team who work from different European countries (Portugal, Poland, Russia, Italy). The team is engaged in the evaluation and planning of future IT services to create a profitable offer for both the client and the company itself. Key Responsibilities - Develop and deliver high-quality and effective proposals for the IT Service Management and related components, such as: - Service Desk - IT Service Management (e.g. ITIL® v3, ITIL 4, Agile, ISO 20000) - Service integration and management (eg SIAM) - Service automation and innovation (e.g. virtual support agents/bots, orchestration) - Service delivery and operations models - ITSM software (eg ServiceNow, BMC Remedy) - Service level measurements (e.g. reporting, SLA, XLA, KPI) - Capture the Key Service Volumes and Indicators as well as Risks, Assumptions, Issues and Dependencies for the IT Service Management solution - Achieve optimal cost of services, competing with... other service providers. - Engagement with all the Customer stakeholders and other Domain Architects, Pre-Sale teams involved in the deal. Requirements: - Minimum of 2 years experience in the operation and delivery of multiple ITIL® processes (e.g. Change, Asset, Problem, etc) - Critical thinking & analytical mindset - Problem solving skills, creativity and out of the box thinking are required in order to create solutions from scratch with minimum available information and data - Fluent in English; other languages are a plus - Excellent customer facing and communication skills Preferable Requirements: - Previous experience working in presales environment is preferred, with knowledge on bid lifecycle, solution design and costing methodologies. - Experience in designing and documenting service operating models and processes in the context of presales (bid and service change), transition (on boarding of new services) or operations (continuous service improvement). - Understanding of the role and mechanics of IT Service Management within an IT managed services environment - Knowledge of market leading ITSM tools and their interfaces with Enterprise Management tooling (e.g. ServiceNow; Remedy; SNOW License Manager; SCCM; AD) - Very good MS Office skills, in particular Excel, followed by PowerPoint, Word and Visio We offer: - Payments and bonuses:_ - regular assessments and salary reviews; - additional vacation bonus; - partial compensation of costs on fitness; - social package - medical care (dentistry incl.). - Working conditions:_ - employment according to the Labor Code of the Russian Federation - remote work format. - Education and career:_ - training and certifications are organized and paid by the company; - free English classes in case of project necessity; - experience exchange with global colleagues. - Ecology and charity:_ - we help orphanages, schools, animal shelters; - green the city, save resources; - support social initiatives of employees. Тип занятости Удаленная работа Требуемый опыт От 3 до 6 лет
St Petersburg Russia

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