ITSM Consultant - Edinburgh, Midlothian, United Kingdom,

ITSM Consultant

Pertemps Scotland Ltd are working with our client in Edinburgh to recruit for an ITSM Consultant in the Public Sector on a temporary basis for 6 Months with potential extension.

Due to current circumstances this role will be based remotely.
The role is full time with a day rate of £330/430. This role is Outside IR35.

An experienced ITSM practitioner is required to establish and embed ITSM processes across Service Desk and other IT practices in line with the Service Management Maturity roadmap.

The successful supplier will work alongside the ServiceNow to ensure operational processes are well supported by the ITSM system. You will be responsible for training and coaching of different parts of the IT to ensure effective use of the platform across the domain.

As this role includes combining operational best practice with tooling capabilities, it is essential for the candidate to have operational experience as well as exposure to ServiceNow implementation, and familiarity with ITIL practices.

Past experience with Agile ways of working will be a distinct advantage.

The main duties would be:
  • Write Service Desk Statement of Work (Service Desk Handbook)
  • Document IPCC processes and ways-of-working within ServiceNow Knowledge Management System
  • Review and adjust Risk profiling in the Organisations change management based on the historic data
  • Set-up meaningful SLAs across IT Enablement to form a basis for Service
  • Reviews
  • Establish Service Reviews for a selected group of Services
  • Conducting ITSM Quality Assurance
  • Training and coaching for IPCC processes across the IT departments
  • Translating operational discussions into Development Demand
  • Contributing to ServiceNow product roadmap
  • Significant and demonstrable commercial experience in the following areas:
  • Experience with ServiceNow
  • Operational experience leading Service Desks
  • Previous process management and process ownership experience
  • Experience in SLA & reporting set-up
  • Strong teamwork, self-managing and self-initiative, coaching, collaboration & communication skills
  • Experience in Remote Working Service set-up
  • Knowledge of the newly offered products in New York and Orlando ServiceNow releases
  • Exposure to Agile working methods

..... click apply for full job details