ITSM Consultant

Roles and responsibilities • Developing and Improving ITSM Processes: This includes incident management, change management, and problem management processes to ensure efficient and effective IT service delivery. • Monitoring Service Delivery: Ensuring that IT services meet agreed-upon service levels and addressing any issues promptly to minimize impact on business operations. • Establishing Metrics: Creating and maintaining metrics to assess service performance and drive continuous improvement initiatives. • Prioritize and schedule problems, escalating them (when required) to the appropriately experienced technician. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Performing preventative maintenance, including checking boardroom and auditorium equipment. • Test fixes to ensure problems have been adequately resolved. • Reduce stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment. • Build, maintain, and repair computer systems to improve speed, reliability, and efficiency of operation. • Assign user accounts and grant permissions to shared resources. • Assure management of data protection by demonstrating permission settings. • Provide technical documents, evaluations, and vendor lists in order to process end-user requirements through the CPD. • Provide assistance to field technical requests during staffing shortages or excess volume. • Act as the first level of management escalation for issues requiring leadership attention. • Weekly check the ITSM asset and CMDB for proper entry information. • Improve current processes and work with problem and change managers to address any issues. • Other tasks and projects directed by the line manager. People Management Responsibilities: • Managing ITSM Processes. Desired candidate profile Strategic Responsibilities: • Reduce overall time required for resolutions. • Enhance customer experience. • Reduce costs. • Work smart to solve issues and problems before they occur. Qualifications: • Bachelor’s degree in computer science, Information Systems, or a related field. Relevant certifications are a plus. • Appropriate technical training. • ITIL v4 or later complete level. • Experience with at least one ITSM solution. • At least 5 years’ experience in the ITSM field. • Good working knowledge of current IT technologies across a wide variety of areas. • Strong knowledge of contract regulations and laws. • Basic contract management skills are essential. • Ability to deal tactfully with vendors, suppliers, and contractors who provide a broad spectrum of products and services. • General knowledge of accounting, finance, marketing, and logistics. • Experience working both independently and in a team-oriented, collaborative environment is essential. • Ability to conform to shifting priorities in company requirements, product demands, and purchasing timelines through analytical capabilities. #J-18808-Ljbffr