Job Description:
The Consultant is required to have the following professional and technical qualifications. Only the applicants who hold these qualifications will be shortlisted and contacted.
Job Responsibilities:
• Manages the redesign and adoption of the IT Service Management Framework to align with the target operating model and IT strategy.
• Continuously refines the service management model, including RACI and responsibilities.
• Addresses the challenges of best practices in theory vs. comparison to real world application
• Manages the creation of service charters, service models, and other documentation aligned with industry service and standards.
Supports service owners in reviewing and standardizing services. Maintains and evolves the service management taxonomy.
• Works with service owners in formulating service metrics based on business criticality and establishing CSFs, KPIs, and supporting metrics.
• Identifies and establishes service level monitoring for all requestable items in the SNOW portal.
• Works with service owners to define service level expectations for the top 5 services.
• Supports service owners and operations teams in conducting informed and meaningful service reviews for decision-making.
• Addresses the practical application of best practices versus theoretical concepts.
• Optimizes core processes and their integration with the centralized CMDB to improve maturity, workflows, SNOW platform support, and CMDB integration metrics.
• Manages the evaluation of advanced reporting capabilities with SN Performance Analytics.
• Establishes formal and SNOW-supported processes for Incidents, Requests, and Major Incidents.
• Facilitates the introduction of the SNOW platform for Problem Management and Request Fulfillment (via the SNOW Portal) to enhance process effectiveness, visibility, control, governance, and end-user experience.
• Supports the SNOW Service Owner in improving the SNOW Portal and delivering an end-to-end Business Service Catalogue linked to relevant technical services within OIM IT.
• Supports monthly/bi-monthly drop-in trainings for new Service, Configuration, and Technical Service Owners.
• Supports in identification and in facilitation of trainings, coaching for IT Leadership, teams on SNOW services and processes.
• Works closely with teams within OIM as well as relevant stakeholders.
• Performs any other duties as needed.
Academic Qualifications and Experience:
• Advanced university degree (Master’s degree or equivalent) in Information Technology (IT), Computer Science, or a related technical field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree.
• At least five (5) years of experience in managing business-driven programs within the financial industry (e.g., pension fund, asset management, investment banking, or insurance sector). This includes experience managing Financial Technology projects related to ICT Infrastructure, ICT Security, and IT Service Management platforms (ServiceNow).
• At least five (5) years of experience in delivering best practices transformations in client engagements.
• Expert level ITIL 4 certifications.
• Qualified credentials as a trainer or instructor for ITIL Practitioner or Specialist subjects.
• Proven experience in managing ServiceNow or similar ITSM software and implementing using ITIL best practices.
• Certification in project management (Prince2, PMP, or equivalent) and/or program management (MSP, PgMP, or equivalent).
• Proficiency with the Microsoft suite of products (PowerPoint, Excel, Project, SharePoint, Lists, Planner).
• Experience with Business Intelligence tools (e.g., PowerBI) and Project Portfolio Management solutions (e.g., Meisterplan) is desirable.
Language and other skills:
• Fluency in English, including the ability to set out a coherent argument in presentations and group interactions.
Ability to tailor communication style to different audience including technical stakeholders, business sponsors, and senior management.
For an immediate response, please call 732-876-7621, or send your resume to RecruiterCS@Trigyn.com
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.