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Senior ITSM/ ITOM Consultant
Ref No.: 17-10629
Location: Jersey City, New Jersey
Position Type:Contract
Start Date: 11/01/2017
Senior ITSM/ITOM Consultant

Location: Jersey City, NJ
Duration: Contract- 12+ Months
Hourly Rate: Competitive
Start: ASAP
Industry: Data Analytics

We are seeking an experienced ITSM/ITOM consultant to lead an exciting initiative focusing on
CMDB enhancement in addition to process integration as it pertains to an effective ITAM. This
would be a longer-term engagement (1+ years) with the potential to transition permanently to
the client organization or continue with our growing ServiceNow practice.

  • Lead CMDB initiatives as the Subject Matter Expert (SME) on ITSM best practices
  • Enact system audit practices and conduct audits to ensure data integrity.
  • Reconcile the CMDB data when exceptions are noted between CMDB, discovery information, and other authoritative production data repositories.
  • Support design, development, and implementation of automated processes for gathering, populating, and maintaining CMDB data.
  • Integrates/supports the Service-Now System Administration Team.
  • Ensure ITSM and CMDB alignment with ITIL v3 framework.
  • Act as a key stakeholder supporting key CMDB tasks.
  • Lead business process definition, re-engineering, improvement and gap analysis of current/to-be processes using appropriate methods including workshops with key customer sponsors and stakeholders
  • Analyze organizational situation and define appropriate engagement approach in collaboration with peers and sponsors
  • Developing documentation such as agendas, presentations, gap analysis reports, process descriptions, process flow diagrams, roles/responsibilities
  • Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions with tradeoffs and risks
  • Become trusted advisor within the customer organization and throughout the engagement
  • Promoting successful process execution practices through training/enablement, role accountability and metrics/KPIs
  • Foster continuous process improvement via process performance measurement and analysis and effective data presentation and communication
  • Managing and communicating ITSM process and business requirements to the technical teams to ensure that the proposed technology solutions meet the process requirements and customer's expectations
  • Drive the customer roadmap discussions and decisions.
  • Position based in NY Metro area.

Position Requirements:
  • Proven experience in defining and deploying standardized ITSM processes and in identifying solutions from a people, process and technology perspective
  • Minimum of 5+ years' involvement with ITSM/ITOM toolset deployments with technologies such as ServiceNow
  • Experience with the following processes: Incident Management, Problem Management, Change and Release Management, Configuration Management and CMDB, Asset Management, Service Management, Service Catalogue, Knowledge Management
  • Exposure to ServiceNow Discovery, Cloud Management, Service Mapping and Orchestration preferred
  • Minimum of 5+ years of global process management experience
  • Minimum of 5+ years of Professional Services experience
  • Solid experience in requirements gathering, including experience in creating process documentation and use cases.
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills (proficiency in Visio, Word and PowerPoint)
  • Demonstrated ability to influence and consult while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
  • Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
  • Ability to work with cross functional remote (virtual) groups
  • Proven team player and team builder
  • A degree or equivalent, preferably in Information Technology
  • Solid background in IT operational support or consulting, with experience in ITSM/ITIL process analysis and improvement
  • ITIL V3 Foundation Certification required
  • ITIL Practitioner or Service Manager Certification preferred
  • Experience in both hardware and software asset and configuration management as well as knowledge of IT service management processes.
  • Experience in reconciliation of discovery data in CMDB environment; and integration of discovery solutions with CMDB or a similar industry solution.