Technical Analyst, IT Service Management

My client is an American multinational food manufacturing company headquartered in United States. 

Responsibilities:

• Understand the ITSM landscape and understand In-scope ITIL processes to be designed.
• Provide ITIL best practice service management consulting at a strategic, design, and operational level.
• Understand the specific Process requirements and gather the required inputs on people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors.
• Prepare the process definition plans, identify the reviewers and process sign-off mechanism.
• Author the Process documents and get them signed-off (include the required Process flows, diagrams) as per the agreed Template.
• Collaborate with the Tools team (Internal / Vendor) as required to customize the ITSM Tools in-scope.
• Review / Define KPIs/Metric to be used to measure the effectiveness of the Process and the calculation mechanism of each of the KPIs/Metrics
• Design Reporting requirements and the Templates to be used for the same.
• Provide large-scale training sessions to all the audiences.
• Hand over the Processes to the Service Manager / Process Owners
• Propose the Service Improvement plans (SIPs),
• Good Understanding of ITSM modules in ServiceNow

Requirements:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 6-8 years of hands-on experience in delivering similar role for global product based or IT services companies.
• Process Knowledge: Incident Management, Problem Management, Change Management, Knowledge Management, Service Level Management
• Tools: xMatters, ServiceNow.
• Familiar with CPG Domain and Technology Landscape: SAP ECC/HANA, AEM, SalesForce, Anaplan, High Radius, Kantar, AWS Cloud technology
• Certifications: ITIL and CIS-ITM
• Proven track record of delivering similar capabilities.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal abilities.
• Ability to work collaboratively in cross-functional teams