Cape Town, South Africa | Posted on 16/10/2024 We are seeking a highly skilled IT Service Management (ITSM) Consultant to join our dynamic team. The ideal candidate will have extensive experience in implementing and maintaining ITSM solutions, coupled with a strong understanding of ITIL best practices. This role is pivotal in ensuring that our IT services are aligned with business needs and that our ITSM tools are configured and integrated effectively. If you have a passion for driving IT service excellence and possess the necessary certifications and experience, we want to hear from you! Duties and responsibilities Deployment and Implementation: Lead the deployment and implementation of ITSM solutions, ensuring they are tailored to meet organizational needs. Configuration: Configure ITSM tools to align with established IT processes, ensuring optimal performance and usability. Integration: Manage integration between ITSM tools and other critical systems, ensuring seamless data flow and operational efficiency. Troubleshooting: Maintain and troubleshoot ITSM solutions, addressing any issues that arise to minimize downtime and improve service delivery. Advisory Role: Provide expert advice on ITIL best practices and methodologies, guiding teams in the effective use of ITSM processes. Training and Support: Develop and deliver training sessions for staff on ITSM tools and processes, fostering a culture of continuous improvement. Documentation: Create and maintain comprehensive documentation for all ITSM processes and tools, ensuring clarity and compliance with standards. Collaboration: Work closely with cross-functional teams to align ITSM strategies with business objectives and improve service delivery. Reporting: Generate and analyze reports on ITSM performance metrics, using insights to drive improvements in service management. Requirements Qualifications and experience: National Diploma in IT or equivalent. ITIL Managers/Expert Certification is advantageous. Minimum of 10 years of relevant experience in ITSM, with a proven track record of successful deployments and integrations. Experience in configuring and managing ITSM tools (e.g., ServiceNow, BMC Remedy, etc.). Skills Strong understanding of ITIL framework and IT service management principles. Proficiency in configuring ITSM tools and managing integrations. Excellent problem-solving skills with a keen attention to detail. Strong communication and interpersonal skills, capable of working collaboratively with diverse teams. Ability to manage multiple projects simultaneously and meet tight deadlines.
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