Orange Hiring for Process Consultant at Mumbai, Maharashtra Full Time

Job Responsibilty

The ITSM Process Analyst, Writer,Consultant will be responsible to gather requirements , write/document and maintain ITSM processes documents library/repository including complimentary processes/SOPs in a client-consulting environment including; Incident, Problem, Change, Service Request, Configuration, Knowledge, Service Level, Asset, Vendor, Contract and Procurement Management.

The Analyst, Writer, Consultant will be responsible to maintain the detailed documentations and assist in further improvement of the best practice ITSM processes that will achieve desired customer business outcomes and business value.

Gather details from respective Service Operations and Service Transition teams, create detailed ITSM/ITIL process documentation, maintenance of the Document Repository . Working at all levels from process policy documentation to work instructions and user guides and documentation at each level.

Responsible for the documentation of the ITSM Process integration across processes

Creating , developing and improving required documentation such as process flow diagrams, process detailed documentations , roles/responsibilities, presentations, gap analysis reports etc .

Ensuring ITSM process documentation related deliverables to Service Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes

Understands foundational concepts and able to navigate the relationships between ITSM Processes, IT Service Management Process requirements, and business/IT management needs that are moderate in nature which may span multiple ITSM Processes.

Supports Operation Management in the efforts to gather and create ITSM Process requirements for process improvements.

Collaborate and document ITSM/ITIL processes best practices and standards

Contribute to Operation Managers on the analysis and recommendations for ITSM Process cost saving opportunities.

Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that details pros, cons and risks.

Supports Management and contributes in ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes. Interacts with key spocs and stakeholders, and assisting to generate the required outputs from ITSM process perspective to the level required for the subsequent stages of the engagement improvement.

Invest and maintain good knowhow and expertise in ITSM process capabilities, products ,features and complimentary processes

Active participant in Communities like plaza etc that provides support for ITSM process implementation ,documentation , maturity maps and continual improvements.

Publication Activities: Document and publish the Knowledge Articles ,KEDB etc assisted by respective Technology towers .

Contribute to the continual improvement of Global Delivery Management and COE business processes as well as the maturing of the ITSM processes best practices.

Provides feedback to Management if process framework and documentation is non-compliant to ITIL & ISO Audit guidelines and advise the risks /issues with possible corrective measures and amending the documentations accordingly.

Contribute to verify if the process flows and SLA / KPI’s are properly mapped on the OGSI -ITSM tools.

Acts as the supportive source of knowledge for at-least a single ITSM process.

about you

Solid experience in requirements gathering from Service Operation and Service Transition teams and converting them into detailed process documentation.

Good understanding of ITIL concepts ( Service Operations & Service Transition ) and its application to real life business scenarios.

Excellent communication skills (both written and verbal) with strong presentation and documentation skills (proficiency in Visio, Word and PowerPoint), Visio for defining and designing highly complex Process Swim-lanes diagrams

Good understanding of any of the leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy etc

Hands-on experience in detailed documentation of ITIL processes for at least 2 Global/ Large scale projects

Must have experience of supporting Service Operation Teams in driving process re-design , documenting & maintaining the library of process documents and helps to implement these into ITSM platforms.

Is committed to customer satisfaction and ensures that actions contribute towards a positive experience by the customer.

Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity

Proven team player

Will be an additional benefit (however not mandatory) if candidate has experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities

Will be an additional benefit (however not mandatory) if candidate has demonstrated ability to influence and recomend (providing options with pros, cons and risks) while providing inputs to ITSM sponsors/stakeholders in solving business process and/or technical ITSM tool process mapping problems during service delivery.

additional information

Bachelor’s degree

ITIL Intermediate Certification (Any one is Mandatory from the below list ):

Operational Support & Analysis (OSA)

Service Operation (SO)

Release, Control & Validation (RCV)

Service Transition (ST)

Strong presentation and documentation skills ( high proficiency in MS Visio, Word and PowerPoint) – Mandatory

PMP or Prince 2 Training / certification – Optional .

+++++++++++++++++++++++++++++++++++++++++++++

Minimum of 5 ~ 6 years’ of overall experience in IT services field & minimum of 3 + years of relevant experience as ITSM / ITIL process consultant / analyst /writer for complex global IT service transition and operations.

Excellent interpersonal skills

Good English oral/written communication skills

Ability to work in a transversal team environment, which may be local, global, virtual, or multifunctional. Demonstrate good teamwork with peers .

Business awareness

Strong Customer Focus

Should have Convincing skills

Ability to work under pressure.

Adaptability & responsiveness to department

Passionate about introducing new changes,practices and innovations to mature the processes to next level

department

Sales & Marketing Asia Pacific

contract

Regular