Intertec Systems - ITSM Consultant - BMC/Remedy

Description :

- Skills : ITSM consultant, ITIL Process Implementation, ITIL Service Design, ITIL Process, ITIL integration, ITIL Consultant, Solarwinds, ITIL Certified.

- Job Title : Consultant ITSM.

- Experience : At least 8 -10 years of experience in IT Service Management within large organizations, with a proven track record of managing and improving ITIL processes.

- Qualification : Bachelors degree in computer science, Information Technology, or a related field.

Certification :

- ITIL Expert or ITIL Master Certification.

- ISO 20000 (SMS) Certification.

- PMP or PRINCE2 Practitioner (Optional).

Responsibilities :

ITIL Process Design & Optimization :

- Oversee the design, implementation, and optimization of ITIL processes such as Incident, Problem, Change, Configuration, and Service Level Management.

- Ensure IT services are aligned with the Customer / MSP programs strategic goals and drive continuous service improvement initiatives.

- Identify inefficiencies in service management processes and implement process redesigns for operational excellence.

Service Performance Measurement & Reporting :

- Develop and maintain a structured framework for measuring and reporting Daily, Weekly, Monthly, and Quarterly SLA and KPI metrics.

- Ensure alignment of SLAs and KPIs with contractual obligations, customer expectations, and regulatory requirements.

- Implement automated dashboards and reporting tools to provide real-time visibility into service performance.

- Support audit-ready reporting by maintaining accurate historical data and documentation for compliance purposes.

- Perform trend analysis on SLA/KPI data to identify patterns, predict potential breaches, and implement preventive measures.

- Collaborate with stakeholders to define clear performance baselines and continuously refine measurement criteria.

Governance, Compliance & Audits :

- Lead and support internal service quality audits and ensure strict adherence to ITIL and organizational process compliance.

- Prepare and present audit findings to senior management and recommend corrective actions.

- Maintain compliance with organizational policies, government regulations, and IT governance standards.

- Act as the primary point of contact for external audits and contractual compliance reviews.

Training & Knowledge Management :

- Conduct periodic training sessions on customer-defined ITIL processes and emerging ITSM best practices.

- Develop knowledge-sharing programs and maintain updated process documentation for easy reference.

- Foster a culture of continuous learning and process improvement across IT service teams.

- Lead and mentor IT service teams, fostering a culture of accountability, innovation, and customer focus.

Problem Management :

- Implement a robust Problem Management framework to identify recurring issues and reduce service disruptions.

- Ensure Root Cause Analysis (RCA) documentation is completed for all Priority 1 (P1) tickets and shared with stakeholders.

- Drive proactive problem detection and resolution strategies to minimize impact on business operations.

- Maintain a problem knowledge base to prevent repeat incidents and improve resolution times.

Change Management :

- Design and implement a comprehensive Change Management process aligned with ITIL best practices and organizational goals.

- Establish governance for Change Advisory Board (CAB) meetings and ensure proper risk assessment for all changes.

- Develop workflows for Standard, Normal, and Emergency changes, ensuring minimal disruption to business operations.

- Provide training and guidance to teams on Change Management policies and procedures.

- Monitor and report on change success rates, failed changes, and improvement opportunities.

Mandatory :

- Understanding of cloud services, cybersecurity frameworks, and modern IT infrastructure.

- Strong knowledge of ITSM tools (BMC Remedy, ServiceNow, Ivanti).

- Good knowledge of IT Monitoring Tools like Solar Winds, Dynatrace, Nagios etc.