Key Responsibilities:
- Conduct comprehensive training sessions on the new ITIL processes and related IT service management guidelines.
- Provide hands-on guidance and support during the initial implementation phase, addressing any challenges or queries that may arise.
- Analyze and monitor the effectiveness of the implemented ITIL processes, identifying areas for improvement and suggesting enhancements.
- Revise and enhance process documentation, procedures, and workflows based on feedback and ongoing optimization efforts.
- Present regular progress reports to the CIO and IT manager,
- Reconfigure and optimize Jira to support the core ITIL processes, including recommendations for modified workflows, dashboard configuration changes, and setting up reporting capabilities.
- Develop and maintain comprehensive documentation, training materials, and knowledge-sharing resources.
- Proven experience in embedding and implementing ITIL processes, and leading ITSM transformations in medium size organisations.
- Comprehensive understanding of the ITIL framework, IT Service Management principles, and best practices.
- Excellent communication, facilitation, and training skills, with the ability to effectively convey complex concepts to diverse audiences.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement and process optimization.
- Proficient in Jira Service Management (formerly Jira Service Desk), with some experience in configuring workflows, dashboards, and reporting capabilities.