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Business Process Consultant

2 months ago

Canada Raso360 Full time

Business Process Consultant

Job Overview:

We are looking for an experienced Business Process Consultant to join our team, with a strong focus on IT Service Management (ITSM). The ideal candidate will have experience in analyzing, designing, and optimizing business processes, particularly within the ITSM domain. This role requires strong client-facing skills, as you will be working directly with clients to understand their needs and develop solutions that improve their IT service processes.

Key Responsibilities:

  • Analyze current ITSM processes, identify inefficiencies, and recommend improvements to enhance service delivery and customer satisfaction.
  • Work closely with clients to gather requirements, present solutions, and guide them through process changes. Maintain strong relationships and ensure client needs are met effectively.
  • Assist in the design and implementation of ITSM solutions, aligning them with industry best practices and client-specific requirements.
  • Develop comprehensive process documentation, including process flows, SOPs, and other necessary documentation to support the implementation and maintenance of ITSM processes.
  • Support clients in managing the impact of process changes, ensuring smooth transitions and adoption of new workflows and systems.
  • Provide training and support to client teams, helping them understand and effectively use new or optimized ITSM processes.
  • Monitor the effectiveness of implemented processes, using KPIs and other metrics to ensure they deliver the expected benefits.

Qualifications:

  • 3 to 5 years of experience in business process consulting, with a focus on IT Service Management (ITSM).
  • Proven experience in engaging with clients, gathering and analyzing requirements, and delivering tailored solutions.
  • Strong understanding of ITSM frameworks and best practices, including Incident, Problem, and Change Management.
  • Ability to analyze complex processes, identify areas for improvement, and develop practical, effective solutions.
  • Excellent verbal and written communication skills, with the ability to clearly convey technical and process-related concepts to a variety of stakeholders.
  • ITIL certification or equivalent is preferred.

Preferred Skills:

  • Experience in managing or supporting ITSM projects, with an understanding of project management methodologies like Agile or Waterfall.
  • Familiarity with ITSM tools, such as ServiceNow, and experience in using process mapping tools.
  • Understanding of change management principles and experience in leading clients through process changes.