Mission overview
You will lead a comprehensive ITSM assessment and transformation project structured in four key phases:
Discovery & Framing
Define project scope, objectives, and target processes
MAP existing tools and their positioning within the enterprise architecture
Current-State Analysis
Assess ITSM process maturity (Change, Incident, Problem, CMDB, Knowledge, SLA, etc.)
Identify overlaps and integration points
Evaluate user experience and technical landscape
Requirements & Gap Analysis
Facilitate workshops and interviews to gather business and solution requirements
Conduct a gap analysis comparing current and future needs
Strategic Evaluation & Roadmap
Perform licensing and cost analysis
Identify compliance and vendor risks
Benchmark against market leaders
Deliver actionable recommendations and a strategic roadmap
Your responsibilities
Lead stakeholder engagement through interviews, workshops, and surveys
Document and prioritize business needs
Evaluate tools and processes based on performance, cost, and risk
Provide targeted recommendations and high-level reporting
Support alignment with enterprise architecture standards
Your profile
Minimum 5 years of experience in ITSM process improvement or consulting within large enterprises
Expertise in two or more ITSM tools (e.g. ServiceNow, Jira Service Management)
Familiarity with Jira Software, IVANTI Neurons is a plus
Proficient in modeling with ArchiMate 3.1 and BPMN 2.0
Experience using SparX EA is a strong asset
Skilled in business and technical analysis, and stakeholder communication
Detail-oriented, structured, and comfortable in complex environments
Fluent in English (mandatory)