Senior IT Service Management Specialist

1 week ago

Taguig, National Capital Region, Philippines Lennor Group Full time

Our brand, Lennor Metier Consulting, a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a global tech company in their search for a Senior IT Service Management Specialist to report to BGC on a hybrid work setup.

Salary: Open

Work Setup: Hybrid 

Shift Schedule: Day Shift

Location: BGC

The Role

the Senior ITSM Functional Consultant is a self-driven individual who would be responsible for providing functional consulting in ITSM space to implement various ITIL processes utilizing tools like ServiceNow while analyzing current operational processes; assessment & designing or redesigning of these processes to drive significant improvements in productivity, quality and service and working closely with business stakeholders and technical team to specify and deliver new, enhanced processes.

Your Responsibilities:

Implement/Standardize/Optimize ITIL Service Management processes and functions for a large customer environment where IT services may get offered by multiple service providers
Plan end-to-end ITSM function cum process implementation considering various business and strategic scenarios
Reengineer existing processes and design new processes to dramatically improve productivity, quality and service, ensuring appropriate stakeholder input and buy-in
Lead functional process implementations for designed/re-designed processes using ITIL based ITSM tools like ServiceNow
Work closely with ServiceNow technical team to implement the desired processes using Agile approach
Support process and tool implementation through appropriate documentation for processes, functionalities, test scripts and training material
Conduct operational trainings and follow organizational change management process
Implement KPI measurement & reporting

What We're Looking For:

A Bachelor's Degree in any tech related course is requiredAt least 10 years of IT experience required, out of which at least 6-8 years should be in ITIL process functional consulting domain or ITIL Process owner/manager experienceHands-on work experience on at least one Service Management tools like ServiceNow, Summit, Cherwell, BMC Remedy, HPSM or any other equivalent industry standard ITSM tool (ServiceNow or Summit is preferred)Strong oral and written communication skills with the ability to communicate technical information in non-technical languageProven people management skills Excellent English communication skills, both written and verbal, including business writing skillsExperience of performance data analysis of ITIL processesServiceNow certification is preferred Ability to work with all levels of client and internal resourcesAbility to organize, delegate, and leverage resources to accomplish objectivesSupervisory skills and the ability to leverage support from other parts of the organizationOrganizational and time management skillsITIL/ITSM Functional Process Consulting or Process Management LeadITIL Intermediate or Expert certifiedISO 20000 Auditor is plusProject Management trained is preferredStrong customer service orientationPassion for analyzing problems designing creative solutions in the form of process design and automation, driving continuous performance improvementComfortable with and effective using MS Office applications including VisioClose attention to detail and accuracyDeadline driven and results orientedFlexible attitude and ability to interact with a diverse business user community and changing environment; comfortable with and excited about being part of the driving force behind change management

  

 Ready to take the next step in your career? Submit your application now

 --- We kindly request your patience as we receive a significant number of applications. Rest assured that our team will update your application's status soon. In the meantime, we encourage you to follow our LinkedIn page to stay informed about future opportunities and company updates.

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