Reporting to the Manager Service Design Improvements and Analytics, the successful candidate will support the promotion of the application of the Service Design process to both business and technology projects, and the design and introduction of new standard service offerings (with an infrastructure and platform focus).
To be successful in this role you will need:
Functional skills for this role is similar to business analysis:
To be successful in this role you will need:
- Demonstrated experience supporting project teams and in service design and implementation of service management.
- Ability to implement measurement, analysis and reporting of service standards
- Tertiary qualifications in a relevant field and relevant IT service management certification.
- Demonstrated experience in implementing, reviewing and maintaining processes that spans multiple areas of control including federated and outsourced service providers.
- Demonstrated experience supporting the identification and implementation of improvement process initiatives.
- Experience performing service management role/s in complex organisations with multi-sourced delivery models, including responsibilities for Service Design, and the application of Service Design processes to projects and the design and introduction of standard services.
- Experience in design/improvement of ITSM processes e.g. Incident Management, Problem Management, Change Management, Request fulfilment, Service Catalogue management
- Understanding of service design concepts e.g. services, service design packages, service definitions, service requirements
- Experience with the establishment of a service catalogue e.g service catalogue content creation, self service portal establishment, orderable requests and associated workflows
- Broad knowledge of infrastructure services and technologies including data centre and compute platforms and products, collaboration and productivity suites, network services (voice, mobile, data), IT service management tools, and service consumption patterns.
- A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods
Functional skills for this role is similar to business analysis:
- Requirements gathering
- Process analysis, design and documentation
- Engaging stakeholders/facilitating workshops
Send resume to tehreem@jobs-n-jobs.com or tehreemshah279@gmail.com
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