Job Description
ITSM Consultant – Long-Term Engagement (ASAP Start)
-----------------------------------
Overview
We are seeking an experienced ITSM Consultant to support the analysis, design, and rollout of a Service Integration and Management (SIAM) framework. This will involve conducting current/future state assessments, performing gap analyses, guiding the SIAM implementation, and contributing to the preparation of procurement documentation for the selection of an external integration partner.
-----------------------------------
Key Responsibilities
* Analyze existing ITSM processes (incident, problem, request, change, release, etc.).
* Assist in designing end-to-end SIAM processes and integrating them with existing governance structures and tools.
* Support development of process improvement plans and roadmaps.
* Configure and support ITSM tools, including dashboards, reporting, user training, and tool integration (ServiceNow, Jira, Confluence).
* Assist in setting up and managing CMDB, service catalog, and asset management components.
* Advise on metrics (KPIs, SLAs, OLAs) and contribute to continuous service improvement initiatives.
* Coach stakeholders involved in process execution and governance within the SIAM structure.
-----------------------------------
Skill Requirements
* Strong background in IT Service Delivery and Process Design.
* Expertise in Change, Incident, Problem & Release Management.
* Solid experience in CMDB, Asset Management.
* Proven experience with Governance & Compliance in ITSM.
* Proficiency in ServiceNow, Jira, Confluence.
* Capable of delivering training and coaching in process and tool adoption.
* Experience working in multi-vendor environments.
-----------------------------------
Language Requirements
* Dutch: Working proficiency.
* English: Working proficiency.
* French: Working proficiency.