Description

Lead ITSM implementations with a heavy focus on Change and Problem Management. Configure complex workflows and oversee delivery quality for other technical consultants.

Responsibilities

• Lead configuration workshops and provide technical advisory support for ITSM projects.
• Configure change management features, including auto-assignment rules, change windows, calendars, and the CAB workbench.
• Implement multi-modal change models and risk assessments for IT and Network environments.
• Set up problem management workflows, covering manual triage assignment, categorization, states, and prioritization.
• Oversee other Technical Consultants to ensure delivery quality and adherence to best practices.

Required Skills

• 5+ years of experience in technical roles, with deep expertise in IT Service Management (ITSM).
• Hands-on experience configuring Change Management, specifically multi-modal change models.
• Proficiency in configuring the CAB workbench and managing change calendars.
• Ability to implement risk assessments for IT and Network environments.
• Technical proficiency in Problem Management setup and configuration.
• Strong technical support and negotiation skills.
• Proven ability to work effectively in team environments.
• Bachelor's degree or equivalent graduate qualification.

Preferred Skills

• Experience leading technical teams or mentoring junior consultants.

Key Skills

Education

Any Graduate