ITSM Change Management Consultant - Charlotte, North Carolina, United States, 28201
ITSM Change management Consultant Our client in Charlotte NC is looking for an ITSM Analyst with a working knowledge of ITIL processes and service management principles. The ITSM Analyst will work directly with ITSM Process Owners and other Analysts to support the day-to-day execution of associated process responsibilities and improvement initiatives. The ITSM Analyst should have a strong understanding of Service Management practices and frameworks in order to apply the principles to continual improvement initiatives. Responsibilities include Assist ITIL process owners with day-to-day process functions including measurement, reporting, analysis, auditing, training, etc. Decompose high-level information into granular details and general understanding in documentation, presentations and training materials Build trusting, collaborative relationships and partnerships with internal and external stakeholders and support teams Maintain an attitude of commitment and responsibility by understanding the needs of internal and external customers. Adhere to and promote defined ITSM processes, procedures, and best practices Provide support to users as needed to ensure proper process andor service execution Investigate performance deviations to drive adherence with defined ITSM policies and procedures with guidance from more senior team members Audit Requests for Change (RFC), Service Requests, Incidents and other ITSM tool generated tickets to ensure compliance and accuracy to ITSM processes Train IT personnel on ITSM processes and tools as needed Utilize ServiceNow reports and dashboards to track key process metrics and identify improvement opportunities Help facilitate cross team communication collaboration Oversee help enforce processes for handling tickets escalations and status requests Assist with CMDB data upkeep, reporting, auditing, compliance, etc. Assist with meeting preparation, facilitation, and action tracking Skills Required Minimum of 2 years experience working in IT Service Management specifically supporting one or more of the following process areas Incident Management Change Management Problem Management Request Management Service Catalog Configuration Management CMDB Experience working with ServiceNow ITSM platform Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint Customer service oriented with excellent written and verbal communication skills Desire and ability to quickly learn and apply new concepts Ability to exhibit a sense of urgency, flexibility, and adaptability while preserving strong organizational and interpersonal skills Desired Skills Include ITIL v3 or ITIL 4 Foundation certification Experience with Visio process mapping Experience with data analysis Experience with meeting facilitation and action item tracking Experience in end user services, infrastructure, or application support Please send compensation expectationsrequirements and a MS Word or PDF version of your resume. No relocationexpense money provided. Candidates must be able to pass a background check, type 40 WPM, and must be able to work at a computer in a seated or stationary position for an hour at a time. US citizens and those authorized to work in the US are encouraged to apply. However, we are unable to sponsor H1B or utilize 3rd party candidates at this time. Data Based Development Systems is a continually growing and successful IT consulting firm in Glastonbury, CT that has been servicing Fortune 100 businesses for over 30 years. Our clients offer an attractive work environment and the opportunity to work with state of the art technology. We offer competitive compensation and the opportunity to work with the latest technologies.