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ITSM Process & tool Lead

Brussels START DATE: 2022-07-15 DEADLINE: 2022-09-02


for one of our clients in the private sector in Brussels, we are looking for an ITSM process & tool lead to replace a collegue currently on assignment

startdate : asap

  • A minimum of 3 years of experience in designing and implementing ITSM processes and tools
  • Extensive knowledge of Ivanti Service Manager
  • Own and drive the definition and implementation of Business Service Model to align IT and business
  • Provide road map and strategy around ITSM tool to align with business and corporate needs
  • Work with business stakeholders and business partners to ensure that requirements are met and deliverables are made in a timely fashion
  • Monitor execution and drive continuous improvement of processes and methodologies related to Service Catalog, Request Fulfillment, Incident, Problem, Change, Customer Service Mgt, Field Service Mgt, SLM, Service Asset & Configuration, Knowledge, Escalation, Application Portfolio, Service Portfolio, Performance Analytics as implementation matures
  • Drive transformation of ITSM Processes with to conform with ITSM and ITIL best practices and assist in strategic technology planning, and developing cost effective solutions around processes to meet customer business requirements using agile and hybrid approach by leveraging cross functional group collaboration for effective process maintenance, improvements and IT service delivery
  • Contribute to the full life-cycle ITSM implementation and operations processes
  • Drive ITSM platform improvements based on business needs and pain points
  • Consult with key users & business stakeholders to identify current operating procedures and to clarify program objectives