Mission overviewbrYou will lead a comprehensive ITSM assessment and transformation project structured in four key phases:brDiscovery FramingbrDefine project scope, objectives, and target processesbrMAP existing tools and their positioning within the enterprise architecturebrCurrent-State AnalysisbrAssess ITSM process maturity (Change, Incident, Problem, CMDB, Knowledge, SLA, etc.)brIdentify overlaps and integration pointsbrEvaluate user experience and technical landscapebrRequirements Gap AnalysisbrFacilitate workshops and interviews to gather business and solution requirementsbrConduct a gap analysis comparing current and future needsbrStrategic Evaluation RoadmapbrPerform licensing and cost analysisbrIdentify compliance and vendor risksbrBenchmark against market leadersbrDeliver actionable recommendations and a strategic roadmapbrYour responsibilitiesbrLead stakeholder engagement through interviews, workshops, and surveysbrDocument and prioritize business needsbrEvaluate tools and processes based on performance, cost, and riskbrProvide targeted recommendations and high-level reportingbrSupport alignment with enterprise architecture standardsbrYour profilebrMinimum 5 years of experience in ITSM process improvement or consulting within large enterprisesbrExpertise in two or more ITSM tools (e.g. ServiceNow, Jira Service Management)brFamiliarity with Jira Software, IVANTI Neurons is a plusbrProficient in modeling with ArchiMate 3.1 and BPMN 2.0brExperience using SparX EA is a strong assetbrSkilled in business and technical analysis, and stakeholder communicationbrDetail-oriented, structured, and comfortable in complex environmentsbrFluent in English (mandatory)