Job Description
Job Description
An ITIL Process Consultant defines, governs, and optimizes IT Service Management (ITSM) processes—specifically Incident, Problem, and Change Management—to ensure operational excellence and compliance. They bridge the gap between business needs and IT operations by analyzing current workflows, designing improvements, and leading Continuous Service Improvement (CSI) initiatives.
Key Responsibilities
An ITIL Process Consultant defines, governs, and optimizes IT Service Management (ITSM) processes—specifically Incident, Problem, and Change Management—to ensure operational excellence and compliance. They bridge the gap between business needs and IT operations by analyzing current workflows, designing improvements, and leading Continuous Service Improvement (CSI) initiatives.
Key Responsibilities
- Process Design & Implementation: Define, document, and implement ITSM frameworks, policies, and procedures aligned with ITIL best practices.
- Governance & Compliance: Act as process owner or expert, overseeing Change Advisory Board (CAB) meetings and ensuring strict adherence to SLAs and KPIs.
- Process Improvement: Perform gap analysis on current IT infrastructure, identify bottlenecks, and drive remedial actions.
- Performance Monitoring: Utilize, report, and analyze metrics (KPIs)...
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