Information Technology Service Management Consultant

• Conducting a thorough AS-IS analysis of ITSM processes, including incident, problem, request, change, and release management.

• Supporting the SIAM Expert in the design and implementation of end-to-end SIAM processes, ensuring alignment with multi-vendor governance frameworks and tool integrations.

• Contributing to the creation of process improvement proposals, roadmaps, and prioritization plans for optimization initiatives.

• Assisting in the configuration and integration of ITSM tools (e.g. ServiceNow, Jira, Confluence), including dashboard setup, reporting, end-user training, and ongoing support.

• Providing support in the establishment of CMDB, service catalog management, and IT asset management processes.

• Advising on the definition and monitoring of KPIs, SLAs, OLAs, and promoting continuous service improvement (CSI) in collaboration with the SIAM Expert.

• Coaching and supporting key stakeholders, such as process owners and managers, within the SIAM organization to ensure effective adoption and execution of processes.