ECS ITSM Functional Consultant

Description

a. Change Management

i.End-to-end ownership & responsibility ofday-to-day Change Management support

ii.Coordinate with respective support group’sChange Owners/Implementers to ensure completeness of change records fordifferent inputs like implementation plan, roll back plan, Risk & ImpactAssessment, required approvals etc.

iii.Lead and manage Change Advisory Board (CAB) orE-CAB

iv.Lead Post Implementation Reviews (PIRs) forvarious critical changes

v.Participate or lead required reviews,discussions related to change management

b. Release Management

i.Take the ownership to oversee the day to dayoperations relating to Release Management

ii.Ensure Release Requests are assessed properlyand effective Risk assessment and review of Release across teams

iii.Ensure Release Process compliance, audit process,provide necessary feedback to Service Providers for improvement

iv.Forward Plan the release windows and cyclesacross Service Providers.

v.Manage risks and resolves issues that affectrelease scope, schedule and quality.

vi.Measure and monitor progress to ensure releasesare delivered on time and that they meet or exceed expectations

vii.Communicate all key project plans, commitments,and changes including requirements, QA plans, schedule, and scope changes

viii.Manage relationships and coordinate work betweendifferent teams, suppliers at different locations

ix.Conduct Release Readiness reviews, MilestoneReviews, and Business Go/No-Go reviews.

x.Negotiate, plan and manage all releaseactivities.

xi.Participate in CAB meetings to discuss releasescope and/or roadblocks.

xii.Maintain the release schedule for all coreservices and ensure alignment across teams

c. Hardware Asset & ConfigurationManagement

i.End-to-end ownership & responsibility ofday-to-day Hardware & Configuration Management support

ii.The IT Asset & Configuration Manager manages,controls, and protects the organization’s IT assets & their relationship(., hardware, virtual throughout their life cycle, from acquisitionthrough final disposition. In addition, the IT Asset Manager designs, develops,and implements the organization’s asset management d be responsible to manage/oversee Asset/CI updates across thetechnology tracks for a customer in a multi service provider scenario

iii.Develop and maintain company policies andprocesses.

iv.Coordinate with respective Service Provider’s& Internal teams like Procurement for Hardware & Configuration Items toensure updates to Asset Database & CMDB using controls like audits, reviewsetc.

v.Manage the CI to CI relationship with propercontrol.

vi.Collect information for budgeting, inventory,contract summaries and cost comparisons.

vii.Ensure process adherence & compliance alongwith process/tool level integrations with other key processes like change,incident management etc.

viii.Manage acquisition, deployment, utilization,tracking, security, and final disposition of IT assets.

d. For All Process Areas

i.Maintain in-depth understanding of overall ITenvironment of customer as well as services provided by respective supportgroups with good command over various technology areas from functionalityperspective

ii.Regularly assess & identify gaps in currentprocess and suggest improvements

iii.Prepare/update training material & conductoperational trainings/refreshers whenever required

iv.Utilize implemented KPIs/SLAs for regular measurements& reporting

2. DesiredSkills:

a.ITSM Change Management with deep technologyexposure

b.ITIL® Foundation certified, Intermediate ispreferred

c.Strong customer service orientation

d.Passion for analyzing problems, drivingcontinuous performance improvement

e.Comfortable with and effective using MS Officeapplications

f.Close attention to detail and accuracy

g.Deadline driven and results oriented

h.Flexible attitude and ability to interact with adiverse business user community and changing environment

3. EssentialRequirements:

a.Graduate (minimum), BE/B. Tech preferred

b.Practical experience as Change Manager alongwith any other 2-3 ITIL® processes

c.Hands-on work experience on at least one ServiceManagement tools like ServiceNow, BMC Remedy, HPSM or any other equivalentindustry standard ITSM tool (ServiceNow is preferred)

d.Excellent English communication skills, bothwritten and verbal, including business writing skills

e.Experience of performance data analysis of ITIL®processes

f.Ability to work with all levels of client andinternal resources

g.Positive learning attitude and willing to workin team environment