Description
We are seeking a highly skilled ITSM Consultant to play a pivotal role in a major business transition. You will collaborate with key stakeholders across multiple regions to assess, document, and refine ITSM processes, supporting the transition from ServiceNow to Jira and defining the Target Operating Model (TOM) for the new entity.
Key Responsibilities:
- Conduct current state assessments of ITSM processes, support models, and onboarding workflows across regions.
- Perform gap analysis to identify areas for improvement and alignment with best practices.
- Define and document end-user profiles, desktop configurations, and hardware standards by region.
- Develop a strategic roadmap for ITSM migration and implementation.
- Create and refine ITSM policies, procedures, and governance frameworks to support the transition.
- Work closely with regional service leads, suppliers, and other workstreams to ensure a cohesive and credible separation plan.
- Provide training and knowledge transfer to ensure ongoing operational efficiency.
What We’re Looking For:
- Proven experience as an ITSM Consultant with a strong understanding of ITIL and service management best practices.
- Experience in transitioning IT services within a complex organisational structure.
- Strong documentation skills with the ability to analyse and map ITSM processes.
- Ability to work collaboratively with multiple stakeholders across regions.
- Familiarity with Jira, ServiceNow, and ITSM tool migrations.