The ITIL Process Consultant will play a key role in ensuring that the service management processes exists and meets the objectives of the client by assessing needs and capabilities, defining required processes, implementing said processes, training and socializing / supporting employee adoption and usage of the service management processes such as incident, problem, change, event, request, CMDB and more advanced strategic processes such as capacity, demand, release, financial etc.. This person will focus on the process, procedure and people side of service management in the IT and Business environments, systems and business processes, technology platform alignment, job roles and organization structures.
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Role and Responsibilities:
While the ITIL Process Consultant does not have supervisory responsibility, this role will have to work collaboratively with many others in the organization to succeed. The ITIL Process Consultant will act as a coach for senior leaders and executives in helping them fulfill the recognition and value of ITIL process in their business as a sponsor. The ITIL Process Consultant may also provide direct support and coaching to front-line managers and supervisors as they help their direct reports through transitions. The ITIL Process Consultant will also support project teams in integrating defined service management processes and activities into their project plans and assist the overall IT requirements in meeting IT team objectives in expected outcomes and efficiencies of associated processes.
The ITIL Process Consultant will play a key role in ensuring that the service management processes exists and meets the objectives of the client by assessing needs and capabilities, defining required processes, implementing said processes, training and socializing / supporting employee adoption and usage of the service management processes such as incident, problem, change, event, request, CMDB and more advanced strategic processes such as capacity, demand, release, financial etc.. This person will focus on the process, procedure and people side of service management in the IT and Business environments, systems and business processes, technology platform alignment, job roles and organization structures. The primary responsibility will be creating and implementing core management strategies, processes, procedures and plans that maximize employee adoption and usage and minimize resistance while aligning to ITIL framework requirements and corporate initiatives. The ITIL Process Consultant will work to drive faster adoption, higher ultimate utilization and greater proficiency of the service management processes and systems that impact employees in the organization to increase benefit realization, value creation, ROI and the achievement of results and outcomes.
General Consulting: 7-12 years
Service Management: two to three years of practitioner experience required
§ People Management: prior experience preferred
§ A solid understanding of how organization and people go through a change and the change process
§ Focused experience and knowledge of service management principles, methodologies and tools.
§ Exceptional communication skills – both written and verbal.
§ Excellent active listening skills.
§ Ability to clearly articulate messages to a variety of audiences.
§ Ability to establish and maintain strong relationships.
§ Ability to influence others and move toward a common vision or goal.
§ Flexible and adaptable; able to work in ambiguous situations.
§ Resilient and tenacious with a propensity to persevere.
§ Forward looking with a holistic approach.
§ Organized with a natural inclination for planning strategy and tactics.
§ Problem solving and root cause identification skills.
§ Able to work effectively at all levels in an organization.
§ Must be a team player and able to work collaboratively with and through others.
§ Acute business acumen and understanding of organizational issues and challenges.
§ Familiarity with project management approaches, tools and phases of the project lifecycle.
§ Experience with large-scale organizational change efforts.
§ Change management certification or designation desired.
§ ServiceNow Process: six months experience facilitating requirements for defined service management process / configuration support / implementation on the ServiceNow platform preferred
§ ServiceNow Technical: one plus years of platform configuration experience with a demonstrable portfolio of multiple successes preferred
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