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ITIL Process Consultant
Ref No.: 17-00618
Location: Washington, District of Columbia
Position Type:Full Time/Contract
Start Date: 11/27/2017
Essential Job Functions:

• Provide leadership and ITIL experience to simplify and improve the current processes based on industry best practices
• Assist in mapping and translating process workflows for Change, Release and Configuration management from the legacy custom Remedy system to OOTB ServiceNow system
• Assist in identifying and redesigning modifications to the business processes for Change, Release and Configuration management that are to be migrated to OOTB ServiceNow based on ISO 20000-1:2 requirements and industry best practices
• Work with technical implementation team implementing ServiceNow to ensure ITSM process requirements are translated into appropriate solutions design and configuration in ServiceNow
• Technical assistance in preparing the new process guide for change and release management for infrastructure and application teams in using the new ServiceNow system
• Assist with preparing & structuring test cases and developing technical content of training materials.
• Extract requirements, redesign process flows, and implement the processes
• Understand the ITSM landscape of the Customer and understand In-scope ITIL processes to be designed
• Provide ITIL best practice service management consulting at a strategic, design, and operational level for the Customer's environment
• Prepare the Process definition plan, identify the reviewers, and process sign-off mechanism
• Author the Process documents and get them signed-off

Educational Qualifications and Experience:

• Education: Bachelor's degree in Computer Science
• Role Specific Experience: 5+ years of relevant IT experience with minimum 2 years of experience of at least 2 ServiceNow implementations of core ITSM processes
• 3+ years of extensive hands-on experience in conducting assessments, in designing business processes for infrastructure and application change, release, configuration and asset management and implementing ITIL service management solutions
• Hands-on experience in migrating from Remedy to ServiceNow for change, release, configuration and asset management as well as mapping Remedy CMDB to ServiceNow CMDB and asset table
• Hands-on experience in training end users in the usage of ServiceNow for change, release, configuration and asset management
• Expert in creating ad-hoc reports using ServiceNow
• Experience in preparing process documentation, training materials, and user test cases
• Strong project management experience
• Demonstrable experience leading business process workshops
• Experience developing standard methods, tools & templates

Certification Requirements:

• ITIL V3 certification, ISO20000 Certification ITIL Manager's certificate (preferred)