Senior Service Management /ITSM /ITIL Consultant​

You will be a member of project team that implements ITSM solutions for external customers. The solution is based on third-party system and aligned with ITIL best practices

 Responsibilities:

• Working closely with external customers: identify needs, gather requirements and analyzing customer’s expectations
• Modeling business processes with focus on IT Service Management Area
• Suggesting optimizations and areas for improvement
• Hosting workshops and meetings with the customer, presenting solutions to stakeholders
• Creating a concept of final solutions based on third-party vendors’ systems
• Participation in presales activities like assessing feasibility of the requirements and preparing content of the commercial offer
• Close cooperation with technical teams
• Verification whether delivered solution meets business needs
• Collaboration within a team of business analysts

• Flexible forms of employment and working hours (CoE or B2B)
• An interesting, challenging job in the dynamically developing Capital Group company
• Work on innovative projects using modern technologies
• Direct impact on shaping the image of the Capital Group's companies on the market
• Possibility to develop competences in a wide range
• Attractive salary
• Stability of employment and a friendly work atmosphere
• Cool benefits, among others integration meetings, internal company competitions, fruit Tuesdays, sweet Thursdays and much more

• Higher technical degree (computer science, IT management, systems engineering or related)
• Minimum of 7-10 years of experience in IT service management (ITSM), of which at least 3-5 years as a senior or team leader
• Certifications:​ ITIL v3/v4 Expert, ITIL Managing Professional, or other relevant certifications (COBIT, ISO/IEC 20000, SIAM)
• Experience working with ITSM tools such as BMC Remedy, Jira Service Management, ServiceNow
• Proficient knowledge of ITIL processes (incident management, problem management, change management, service levels, IT configuration and resources, IT service continuity, etc.)
• Experience in data analysis and creating KPI/SLA reports for IT services
• Ability to manage a team, mentor junior members and delegate tasks
• Strong communication skills, ability to communicate effectively with the IT team, management and customers
• Proactive approach to identifying and solving problems, ability to work under time pressure
• The ability to manage changes in an organization, including planning and implementing change strategies.

Nice to have:

• Knowledge of the latest trends and best practices in the ITSM area
• IT infrastructure and architecture - general knowledge of issues related to IT architecture and efficient navigation in the area of ​​technology and infrastructure
• Knowledge of standards and regulations regarding IT service management (e.g. GDPR, SOX, ISO/IEC 27001)
• Knowledge of tools for automating ITSM processes and integrating various systems