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. Escalate problems (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

• Test fixes to ensure problem has been adequately resolved.

• To 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

• To assign user accounts and grant permissions to shared resources

• To assure management of data protection by demonstrating permission settings

• Provide the Technical documents, evaluation and vendor list in order to process end-user’s requirements through the CPD

• Provide assistance to field technical requests during staffing shortages or excess volume

• Act as first level of management escalation for issues requiring leadership attention

• Weekly check the ITSM asset and CMDB with regards proper entry information

• Improve current processes and work with problem and Change managers to address any issues

• Other task and project directed from the line manager

• Other tasks provide by line manager once on leave

People Management Responsibilities:

• Managing ITSM Processes

Desired candidate profile

Strategic Responsibilities:

• Reduce overall time required for resolutions

• Enhance customer's experience

• Reduce cost

Work smart to even solve issues and problem before it occurs.

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 at working both independently and in a team-oriented, collaborative environment is essential.

• Can conform to shifting priorities in company requirements, product demands, and purchasing timelines through analytical capabilities.