About this role
ITSM Project Consultant - ITIL 4/Jira Service Management/ KPIs/SLAs Remote - 100% Project: We are looking for an experienced ITSM Project Consultant to support the design and implementation of IT Service Management processes in a large enterprise environment. The role requires practical experience with Jira Service Management or a comparable ITSM platform, alongside strong knowledge of ITIL 4, service performance indicators and service level agreements. You will collaborate with distributed teams and external suppliers to improve IT service delivery and operational effectiveness.
Tasks
- Lead ITSM projects covering Incident, Request, Problem and Knowledge Management.
- Define roles and responsibilities using RACI and agree escalation paths across L1, L2 and external suppliers.
- Translate process needs into Jira Service Management requirements for workflows, queues, SLAs and dashboards.
- Prepare processes for go-live and hand them over to the support teams.
- Define KPIs and reporting requirements.
- Run workshops and training sessions and produce clear documentation in English.
Required Skills & Experience
- At least five years in ITSM projects or IT operations in a large enterprise.
- Proven experience designing and implementing ITSM processes.
- Hands-on experience with Jira Service Management or a comparable ITSM platform.
- ITIL 4 Foundation certification or higher.
- Experience with ITSM KPIs and SLAs.
- Experience working with distributed teams and external suppliers. Advantageous experience
- PagerDuty, on-call processes or major incident management.
- Experience in a multi-vendor environment or in the energy or utilities sector.
- PMP, PRINCE2, Agile or ITIL 4 Managing Professional qualifications Languages:
- Fluent English (written and spoken)
- Spanish and/or German would be an advantage Ref. Number: 925404KS Role: ITSM Project Consultant (m,f,d) Location: Zürich / Spain/ Remote Work Load: 100% Start Date: End Date: 6 Months + (6 months possible extension)ITSM Project Consultant - Remote ITSM Project Consultant - ITIL 4/Jira Service Management/ KPIs/SLAs Remote - 100%
- Project: We are looking for an experienced ITSM Project Consultant to support the design and implementation of IT Service Management processes in a large enterprise environment.
Tasks
Lead ITSM projects covering Incident, Request, Problem and Knowledge Management.* Define roles and responsibilities using RACI and agree escalation paths across L1, L2 and external suppliers.* Translate process needs into Jira Service Management requirements for workflows, queues, SLAs and dashboards.* Prepare processes for go-live and hand them over to the support teams.* Define KPIs and reporting requirements.* Run workshops and training sessions and produce clear documentation in English.
Required Skills & Experience
At least five years in ITSM projects or IT operations in a large enterprise.* Proven experience designing and implementing ITSM processes.* Hands-on experience with Jira Service Management or a comparable ITSM platform.* ITIL 4 Foundation certification or higher.* Experience with ITSM KPIs and SLAs.* Experience working with distributed teams and external suppliers. Advantageous experience PagerDuty, on-call processes or major incident management.* Experience in a multi-vendor environment or in the energy or utilities sector.* PMP, PRINCE2, Agile or ITIL 4 Managing Professional qualificationsLanguages: Fluent English (written and spoken)* Spanish and/or German would be an advantage**Ref. Number
- : 925404KS Role: ITSM Project Consultant (m,f,d) Location: Zürich / Spain/ Remote Work Load
- : 100% Start Date: End Date: 6 Months + (6 months possible extension)Should you find yourself suitable for this position then please send us your complete CV using the link in this advert.
If the position is not a perfect match and you wish to receive other opportunities directly, you can send us your CV anyway via this advert or to jobs[at]itcag[dot]com.Contact us for further informat j4id10482756jm j4it1146jm j4iy26jm