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Form of workThis is a part-time contract role for an ITIL Consultant who will play a crucial role in implementing and embedding new ITIL processes. The successful candidate will be responsible for training, guiding, and supporting the IT team during the initial implementation phase, as well as monitoring process effectiveness, suggesting improvements, and enhancing documentation as required.
Key Responsibilities:
- Conduct comprehensive training sessions on the new ITIL processes and related IT service management guidelines.
- Provide hands-on guidance and support during the initial implementation phase, addressing any challenges or queries that may arise.
- Analyze and monitor the effectiveness of the implemented ITIL processes, identifying areas for improvement and suggesting enhancements.
- Revise and enhance process documentation, procedures, and workflows based on feedback and ongoing optimization efforts.
- Present regular progress reports to the CIO and IT manager,
- Reconfigure and optimize Jira to support the core ITIL processes, including recommendations for modified workflows, dashboard configuration changes, and setting up reporting capabilities.
- Develop and maintain comprehensive documentation, training materials, and knowledge-sharing resources.
- Proven experience in embedding and implementing ITIL processes, and leading ITSM transformations in medium size organisations.
- Comprehensive understanding of the ITIL framework, IT Service Management principles, and best practices.
- Excellent communication, facilitation, and training skills, with the ability to effectively convey complex concepts to diverse audiences.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement and process optimization.
- Proficient in Jira Service Management (formerly Jira Service Desk), with some experience in configuring workflows, dashboards, and reporting capabilities.
