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Role Purpose and scope: - Drive the process transformation to ensure they are fit for purpose & fit for use in a Digital & Cloud enabled environment. - Participate in managing the overall service quality, service availability and operational capability in conjunction with all of the relevant processes and ITSM controls - Responsible for active participation in streamlining key IT support processes such as Incident Management, Problem Management and Change Management etc. by leveraging automation / RPA - Ensure the Service Management processes are fully integrated to each other for desired outcomes - Responsible for driving continuous improvement across key support processes, and ITSM Suite - ServiceNow - Participate in the governance of ITSM Processes and associated reporting to enable truly verified and validated CSL/KPI Reports - Responsible to analyse the current ITSM Landscape and identify and suggest areas of improvement to transform the processes - Reviews the existing SOPs to make them lean - Just-enough-processes- and convert/directs majority of the tasks towards RPA / Automation - Influence & lead the Policy Making as part of the CLIENTITSM Process Excellence. - Ensures the ITSM Processes are adequately governed from Effectiveness, Efficiency and Compliance perspective Skills & Experience required: - Ability to develop and implement process improvement, crossing team and organizational boundaries - Should have executed end to end consulting assignment which includes Gap analysis, Process Definition, implementation road map and auditing - Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment & Digital transformations. - Should have worked on improving process maturity in their previous roles. - Knowledge on Application and infrastructure Maintenance lifecycle and Transition - Working knowledge of ITIL guidelines, prior experience of setting robust processes compliant on a ITSM tool, preferably ServiceNow - Hands-on experience refining the Hardware & Software Asset Management & CMDB. - Experience in working directly with senior stakeholders and drive Org Change Management - Excellent communication, interpersonal & presentation skills - Total relevant work experience of 8 - 10 years and at least 4 years- experience in ITIL consulting (Process definition and transformation) - A practical and logical approach to problem management - Agile Change management experience (implementation and operate) - Experienced in the successful management of Major incidents, MI Playbooks and User Communications - Good understanding of the IT Service Management Toolsets - ServiceNow - Excellent problem solving and decision-making skills - Must be a self-starter, proactive and highly organized. - Ability to work effectively under pressure Technical / professional qualifications: Note any essential qualifications - ITIL Expert OR ITIL4 Managing Professional - ITIL4 practitioner (Preferred) - Strong knowledge of the ServiceNow platform (required) - SIAM Certification and/or equivalent Service Integration methodology (desirable) - ISO 20000 Implementer / Lead auditor certified (desirable) - Agile Methodology (desirable) - Lean / six sigma experience (desirable) - Modern Service Management for Azure (desirable) - Minimum Experience required is 8 years - Assessment/auditing skills - Knowledge on other related frameworks and standards like DevOps, Agile, ISO 9001, Six Sigma, COBIT, CMMi SVC etc., will be an added advantage Personal Attributes: - Ability to organize self and lead others including effective scheduling, prioritization and time management skills - Ability to drive complex conversations & difficult situations with senior stakeholders. - Ability to handle pressure and capable of completing tasks to tight deadlines. - Demonstrate a 'can do' attitude - Good communication skills - Passionate about Service quality and attention to detail - Ability to create and maintain successful professional relationships - Self-Confident and enthusiastic with personal drive to succeed - Integrity - Creative Thinker - Problem Solver - Willingness to learn - Flexibility and adaptability to change

Bangalore

EY - Process Consultant - ITSM  

Job Description for EY - Process Consultant - ITSM   in EY in  Bangalore for (6-10) years of experience. Apply Now!

EY - Process Consultant - ITSM   | iimjobs.com