Mission overviewYou will lead a comprehensive ITSM assessment and transformation project structured in four key phases:Discovery & FramingDefine project scope, objectives, and target processesMAP existing tools and their positioning within the enterprise architectureCurrent-State AnalysisAssess ITSM process maturity (Change, Incident, Problem, CMDB, Knowledge, SLA, etc.)Identify overlaps and integration pointsEvaluate user experience and technical landscapeRequirements & Gap AnalysisFacilitate workshops and interviews to gather business and solution requirementsConduct a gap analysis comparing current and future needsStrategic Evaluation & RoadmapPerform licensing and cost analysisIdentify compliance and vendor risksBenchmark against market leadersDeliver actionable recommendations and a strategic roadmapYour responsibilitiesLead stakeholder engagement through interviews, workshops, and surveysDocument and prioritize business needsEvaluate tools and processes based on performance, cost, and riskProvide targeted recommendations and high-level reportingSupport alignment with enterprise architecture standardsYour profileMinimum 5 years of experience in ITSM process improvement or consulting within large enterprisesExpertise in two or more ITSM tools (e.g. ServiceNow, Jira Service Management)Familiarity with Jira Software, IVANTI Neurons is a plusProficient in modeling with ArchiMate 3.1 and BPMN 2.0Experience using SparX EA is a strong assetSkilled in business and technical analysis, and stakeholder communicationDetail-oriented, structured, and comfortable in complex environmentsFluent in English (mandatory)