ITSM Technical Consultant

Job Description

• Deploy and maintain MnageEngine Products specially Servie Desk.
• Provide regional technical assistance to overseas mission via telephone, email, and onsite visits.
• Investigating and resolve application functionality related issues and provide first and second level support and troubleshooting.
• Write technical procedures and documentation for the solutions including operation and user guides.
• Provide training to clients on the new solution.
• Present technical proposal and solutions to the clients.
• Ability to set commitments with customers and exceed expectations.
• Provide status reports to Project Manager.
• Understand project requirements and follow direction of controls design.
• Effectively collaborate with team members for successful implementation.
• Perform other related duties as assigned.
• Follow best practices in creating efficient controls designs.
• Work as a liaison between business and IT
• Mentor other team members on deployed solutions and best practices
• Manage small team of business analyst and implementation consultants through all phases of the project.
• Ability to demonstrate excellent organizational, interpersonal, communication, multi-tasking, and problem-solving skills.
• Ability to travel, potentially 25%-50%

• Lead on the creation, implementation and monitoring of an effective Governance & quality assurance framework.
• Set standards and processes, within the context of IT service priorities.
• Develop internal controls, best practices initiatives by proactively exploring control deficiencies associated with IT systems and processes.
• Implement the Governance & quality assurance framework.
• Ensure internal controls and process compliance across IT organization through regular audits, following a risk-based approach that balances efforts with risks, risk identification and management / mitigation.
• Ensure all communications are clear, effective and appropriately targeted
  Responsible for coaching the project team and encouraging compliance to processesAnalyses as-is process of ITIL V3 aligned Service Management (Service management lifecycle) for the SM tower.
• Provides subject matter expertise to process Owners and process working group members on ITIL V3 and Service management.
• Gathers requirements on ITIL V3 aligned service management processes.
• Finalizes process flows and process assets and facilitating process definition.
• Finalizes service management process architecture and process assets.
• Co-ordinates with team to provide the right inputs for process definitions.
• Reviews the deliverables provided by the team before they are presented to the process owners and PWG members.
• Conducts impacts assessment of process managers.
• Ensure Stakeholder management of process owner/Managers.
• Escalating issues related to respective project/work stream to the engagement team.