ITSM Process Development Contractor

Responsibilities:

• The Metropolitan Council is seeking the services of a highly skilled and experienced IT Service Management (ITSM) Process Developer to assist in developing creating and enhancing our IT service delivery processes.
• The successful candidate will play a crucial role in streamlining and improving our ITSM framework to ensure efficient and effective service delivery.

The ITSM Process Development Contractor will be responsible for the following key deliverables and activities:

Current Process Assessment:

• Conduct a thorough assessment of our existing ITSM processes.
• Identify areas for improvement potential bottlenecks and inefficiencies.
• Document current workflows procedures and policies related to IT service management practice.

Requirements Gathering:

• Collaborate with key stakeholders to understand business requirements and service practice expectations.
• Identify and document specific needs and preferences for IT service delivery supporting practices.
• Ensure alignment of ITSM processes with organizational goals and industry best practices.

Process Design and Documentation:

• Design streamlined and efficient ITSM processes based on industry best practices (ITIL COBIT etc.).

• Develop detailed process documentation including workflows roles responsibilities and key performance indicators (KPIs).
• Create userfriendly practice documentation for endusers and IT staff.

Implementation Support:

• Provide guidance and support during the implementation of new ITSM processes.
• Collaborate with internal teams to ensure smooth transition and adoption of the updated processes.

• Conduct training sessions as needed for endusers and IT staff.

Continuous Improvement:

• Establish mechanisms for continuous monitoring and improvement of ITSM processes.
• Implement feedback loops and key performance indicators to measure process effectiveness.

• Propose and implement adjustments to processes as needed for continuous optimization.

Documentation and Reporting:

• Maintain accurate and uptodate documentation of ITSM processes.
• Generate regular reports on the performance of ITSM processes for management review.