ITM-Rec Incr1 WP11 SMC ITIL based business processes
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Job Description
This is a remote position.
ITMRec Incr1 WP11 SMC ITIL based business processes
Senior Business Analyst / ITIL Subject Matter Experts
- Working Location: OffSite
- Security Clearance: NATO Secret
- Language: High proficiency level in English language
EXPERIENCE AND EDUCATION:
Essential Qualifications/Experience:
A university degree in Engineering Business Economics or related discipline; alternatively 5 years of equivalent experience
. 5 years recent experience developing ITILbased business processes and related artefacts
. 3 years recent experience in Business Analysis ideally in a variety of business environments dealing with a multitude of stakeholders
. 3 years recent experience in ITSM and ITSOM products as business analysis team member collecting all necessary data for the configuration of the toolsets. Development experience not necessary
. ITIL 2011 Foundation Certification
. Extensive experience in conducting business analysis from eliciting and documenting requirements conducting stakeholders interviews and workshops to conducting and documenting gap analysis and so on
. Knowledge and experience in development of ITIL 2011 and ITIL v4 processes and related artefacts
. Strong experience conducting business analysis to support the configuration / customisation of ITSM and ITSOM tools (including but not limited to BMC Remedy ITSM Suite v9.x and higher BMC Discovery v11.x and higher TrueSight Operations Management TrueSight Capacity Optimisation)
. Strong experience gathering data to support the technical team in the preparation of Remedy ITSM foundation data process setup data transactional asset data build of service requests
. General understanding of ITIL / Service Management oriented organisations
Desirable Qualifications/Experience:
. ITIL v4 Foundation Certification
DUTIES/ROLE:
. Based on the current level of maturity review any preexisting process material and identify any gaps and additional material required
. Support in the identification of key stakeholders both internal and external to the project
. Involve the key stakeholders throughout the process development process
. Hold a series of workshops with key stakeholders in order to discuss and agree on / confirm process roles and responsibilities workflows requirements process interfaces detailed procedures and so on
. Update any preexisting reviewed process material
. Create new process material as applicable based on the target maturity level
. Send all new and updated process material through iterative review cycles with the stakeholders in order to achieve a new baseline
. Derive detailed implementation requirements including organisation and technology requirements from the new or updated process material
. Prepare the training packs for each process
. Work closely with the technical team to support effective configuration and customisation of the toolsets being implemented as part of the project
. Collect the required service information data and build service models and service impact models for the agreed services
. Support in the preparation and execution of any testing related documentation (test plans test cases test reports and so on) as required
. Travel:
ü BrainL Alleud Belgium
ü The Hague Netherlands
ü Northwood United Kingdom
DELIVERABLES:
ID
DELIVERABLE
A3.1
ITILbased Business Processes
A3.1.1
The Contractor shall deliver an Incident Management process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.2
The Contractor shall deliver a Change Management process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.3
The Contractor shall deliver a Change Evaluation process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.4
The Contractor shall deliver a Service Asset and Configuration Management process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.5
The Contractor shall deliver a Release and Deployment Management process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.6
The Contractor shall deliver a Request Fulfilment process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.1.7
The Contractor shall deliver an Event Management process tailored to be fitforuse by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü System Requirements Specification (SRS)
ü Quick Start Guide (QSG)
A3.2
Configuration Data and Service Modelling
A3.2.1
The Contractor shall collect the required service data which will be used to configure the tools for service monitoring and support in accordance with the Service Delivery Plans SLAs (and equivalent agreements) KPIs and other thresholds.
A3.2.2
The Contractor shall collect the service data including service modelling and service impact modelling for all ITM Recovery Increment 1 services and a minimum of 50 services in the existing NCI Agency Service Catalogue.
A3.3
Testing
See Section A11 Test Verification and Validation (TV&V) for a detailed table of the Test Verification and Validation (TV&V) phases planned to be executed as part of the project
A3.3.1
The Contractor shall support in the preparation and execution of any testing related documentation (test plans test cases test reports and so on) as required.
A3.4
ITILbased Business Processes 2025 and beyond option
Note: The requirements in this section are not included in current Contract. This represents an option that may be exercised in 2024 for execution in 2025
A3.1.8
The Contractor shall deliver a Service Level Management process tailored to be fitfor use by the Purchaser which shall include the following artefacts (at a minimum) as per the guidance in section A12 Processes Delivery Guidance:
ü Process Description and Execution Document (PDED)
ü Standard Operating Procedure (SOP)
ü Training Package
ü
Full Time
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