About the role
The ITSM Process Analyst, Writer,Consultant & also responsible to gather requirements , write/document and maintain ITSM processes documents library/repository including complimentary processes/SOPs in a client-consulting environment including; Incident, Problem, Change, Service Request, Configuration, Knowledge, Service Level, Asset, Vendor, Contract and Procurement Management.
Also responsible to maintain the detailed documentations and assist in further improvement of the best practice ITSM processes that will achieve desired customer business outcomes and business value.
Solid experience in requirements gathering from Service Operation and Service Transition teams and converting them into detailed process documentation.
Good understanding of ITIL concepts ( Service Operations & Service Transition ) and its application to real life business scenarios.
Excellent communication skills (both written and verbal) with strong presentation and documentation skills (proficiency in Visio, Word and PowerPoint), Visio for defining and designing highly complex Process Swim-lanes diagrams
Good understanding of any of the leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy etc
Hands-on experience in detailed documentation of ITIL processes for at least 2 Global/ Large scale projects
Must have experience of supporting Service Operation Teams in driving process re-design , documenting & maintaining the library of process documents and helps to implement these into ITSM platforms.
Is committed to customer satisfaction and ensures that actions contribute towards a positive experience by the customer.
Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
Proven team player
Will be an additional benefit (however not mandatory) if candidate has experience in analyzing and recommending ITSM strategies based on desired business outcomes and priorities
Will be an additional benefit (however not mandatory) if candidate has demonstrated ability to influence and recomend (providing options with pros, cons and risks) while providing inputs to ITSM sponsors/stakeholders in solving business process and/or technical ITSM tool process mapping problems during service delivery.
Sales & Marketing Asia Pacific
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.