Role:

Senior ITSM Consultant – BMC Remedy

Job Description:

ITSM Consultant is to provide guidance and expertise to organizations in the design, implementation, and continuous improvement of their IT service management processes based on BMC Solutions. BMC Certified Professionals are preferred. They are responsible for ensuring that IT services are aligned with business needs, and for optimizing IT service delivery to improve efficiency, effectiveness, and customer satisfaction. The primary purpose of the ITSM Consultant role is to help organizations achieve their IT service management goals.

RESPONSIBILITIES

• Assessing an organization’s current IT service management processes, Tools Maturity (BMC Suit) and identifying areas for improvement.
• Developing and implementing IT service management strategies and plans that align with business objectives.
• Designing and implementing IT service management processes, such as incident management, change management, and problem management.
• Advising and coaching IT staff and management on IT service management best practices.
• Facilitating communication and collaboration between IT teams and other business units.
• Conducting IT service management assessments and audits.
• Monitoring and reporting on IT service management performance and effectiveness.
• Conducting IT service management training and awareness sessions.

Minimum Qualifications:

• Bachelor’s Degree in Computer Science, Information Technology, or a related field.
• Experience in designing and implementing IT service management processes.
• Strong understanding of IT service management best practices, such as ITIL V4 or COBIT.
• Experience with IT service management software and tools.
• Experience in project management and change management.
• IT service management certifications, such as ITIL Expert or ISO 20000 Lead Auditor, are highly desirable.

Skills Desired:

• Strong knowledge of IT service management frameworks, such as ITILV4, COBIT, or ISO 20000.
• Excellent communication and interpersonal skills to interact effectively with stakeholders, IT teams, and other business units.
• Analytical and problem-solving skills to identify and address complex IT service management issues.
• Project management skills to manage IT service management projects.
• Strong leadership and coaching skills to guide IT staff and management in IT service management best practices.
• Ability to work in a fast-paced environment and handle multiple projects simultaneously.
• Knowledge of IT service management tools, such as BMC Remedy.

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