ITSM/ITOM/SIAM Consultant

Responsibilities:

As the ServiceNow ITSM Consultant you will participate in various projects and assignments that are focused on delivering the ITSM solutions through ServiceNow platform. Depending on the project scope and role assigned – you will be responsible for providing both – technical and process support as well as leading the design, build and delivery of the technology solutions to meet the customer business needs.

• Understanding client requirements, collecting data, delivering analysis and problem resolution.
• Enhancing the capability and effectiveness of client personnel by ensuring the proposed solutions are properly understood and appropriately exploited.
• Supporting sales proposals.
• Developing value propositions.
• Interviewing stakeholders to analyze current strategy and services, processes, and organization to identify issues or pain-points and potential improvements.
• Collecting and analyzing customer data to produce insights and reports.
• Preparing and leading workshops to play-back findings and explore solutions to specific issues.
• Performing process maturity assessments.
• Supporting client operations by performing a role of a Process or Service Manager.
• Producing new process sets, service improvement plans, organization design reviews, new ITOM models, skills assessments, ITSM Tooling reviews and improvement plans.
• Designing solutions from the ITSM processes perspective or actively participating in the design phase by working closely with the Service Architects/ServiceNow Architects.
• Improvement proposals preparation and execution.
• Knowledge about industry ITSM best practices backed up with the experience.
• (Basic) understanding of ServiceNow integrations with other platforms/tools.
• Proposals and functional design of the ServiceNow workflows for automations.

Requirements: 

• Strong Knowledge of the ITSM/ ITIL Framework.
• Knowledge about industry ITSM best practices backed up with the experience.
• Experience in designing and improvement of processes in ITSM and adjacent domains.
• Proficiency with ServiceNow components such as Service Catalog, Change/Incident/Problem Management, Asset Management, catalog items, workflows, reports, Knowledge, CMDB, etc.
• Strong communication, negotiation, presentation skills and ability to facilitate workshops, and build project documentation.
• Solid understanding and exposure to Agile methodologies.
• Experience with business process modeling.
• Client facing consultative (communicative) skills including courage to ask open engaging questions at all levels, analyze information, test, or develop new hypothesis.
• Experience in process/tools auditing.
• Certification in IT Service Management, SIAM,  ITILv4, or similar.
• Can do attitude, thinking out of the box and being open for new technologies and solutions.

What we offer:

• Employment contract and Business to Business as you prefer.
• Salary adequate to your experience plus annual bonus.
• Multiple employee benefit package on employment contract (multisport card, private medical care, life insurance).
• On-going development opportunities in a multinational environment.
• Broad access to professional trainings, conferences, and webinars.
• Language courses.
• Remote work opportunities with compensation.
• Working in R&D company that allows to submit Author work (Tax).
• Integration events.
• Extra social benefits.
• Christmas gifts.
• Employee referral program.
• Charity initiatives.
• Global IT projects.
• New technologies.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.