Service Management - ITIL Process Consultant

東京 ITIL ITSM IT 大手

Japan, Tokyo

Full-Time

¥300,000 - ¥800,000 / Monthly

5726 | Tata Consultancy Services Japan Limited | Posted 2023-11-06

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Summary

【部門紹介】
Department is in charge of providing ITService Management Process and tools solutions for ITO and AMO Services ; Main offerings are, Process implementation, ITSM Tools (Servicenow,SummitAI,BMC..) ITAM Tools (Snow,Flexera) ,Monitoring (Solarwinds,newrelic,datadog etc.), Service integration &Automation etc
total department size is 80 (Japan and India)

【プロジェクト紹介】
The IT Service Management (ITSM) team is a highly skilled and diverse group of professionals dedicated to providing Unified Service Delivery Management services based on ITIL (Information Technology Infrastructure Library) best practices. Our department operates on a hybrid model, leveraging the expertise across Japan and India.

【ポジションの魅力】
Working for this team offers the opportunity to be part of a diverse and skilled group, apply ITIL best practices & Servicenow capabilities, and collaborate across multiple locations. It provides a dynamic, customer-centric environment with a strong focus on continuous improvement, professional development, and impactful IT service management.

【将来のキャリアパス】
This project not only provides valuable ITSM and ITIL experience but also offers exposure to customer-facing roles and consulting opportunities. Candidates can develop strong communication and relationship-building skills, crucial for client interactions. This experience opens doors to careers in customer service, account management, and IT consulting, where they can leverage their ITSM expertise to provide strategic guidance and solutions to clients, further advancing their careers in the IT and consulting domains.

Key Qualifications

【必要条件】
・7+ years’ experience in an ITSM field, or equivalent relevant work experience.
・Experienced Service Management professional and demonstrates excellent customer facing service skills.
・ITIL qualified, has expert knowledge of ITIL disciplines mainly (IM, PM, CM, KM, SLM, SRM, SACM, CMDB, Availability and Capacity Management)
・Experience in service management or support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
・Experience in Asset & configuration management process life cycle support
・Experience on Symphony SummitAI ITSM tool – on different modules like IM, SR, PM, SACM, KM etc.
・Excellent written and verbal communication skills at all levels of contact and in a wide variety of situations
・Basic technical background and understanding to present and discuss technical information in a way that establishes rapport and sustains credibility with IT Technical Teams.
・Excellent problem solving, collaboration, influencing, and conflict management skills
・Hands on Knowledge on Symphony SummitAI or other ITSM tool.
・Governing the daily Business as Usual (BAU) operational activities for Service Management Office in Incident/ Problem/ Request/ Change/ Release/ SACM/ Availability and Capacity Management processes.
・Drives internal and external (Client) Service Review Meetings covering performance, service improvements, quality, and processes.
・Has a detailed understanding of the service construct and critical metrics (SLAs, KPIs, etc.) to evaluate and review service performance and technical information provided by the service suppliers.
・Has responsibility for the smooth implementation of change into the production environment by ensuring ITIL disciplines are followed.
・Works closely with other enterprise service delivery areas; has responsibility for managing any priority incidents, including communication to the business, and driving root cause analysis and resolution to ensure continued and improved service.
・Using ITIL Problem Management techniques, analyze the Service Request data to identify trends. Make recommendations to the IT Leadership team on ways to eliminate future issues from occurring.
・Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance.
・Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement.
・Acts as the primary point of contact for the business groups to agreed IT functions, and vice versa.
・Makes recommendations for service improvement plans and ensures actions are followed through to completion in a timely manner.
・Provides regular and accurate management reporting on IT service performance.
・Mentors, coaches, and inspires lower level team members to higher levels of performance.
・Acts as an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure an effective dialogue exists between departments.
・Drives continual improvement for capabilities and the delivery of services across IT teams in their functional area; ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service.
・Coordinates closely with other Service Delivery Managers across the group to ensure consistency of services and ITIL disciplines across the enterprise.
・Experience in using at least one of the ITSM tool (ServiceNow, BMC Remedy, HP Service Manager, Symphony SummitAI)

【歓迎条件】
Project Management Certification (e.g., PMP or PRINCE2).
Proficiency in various ITSM tools (e.g., ServiceNow, BMC Remedy, HP Service Manager, Jira Service Management).
Service Integration and Management (SIAM) knowledge.
Familiarity with DevOps and Agile methodologies.
Cloud Service Management understanding (e.g., AWS, Azure, Google Cloud).
Cybersecurity awareness related to ITSM.
Vendor Management skills.

【英語力】
Yes. Proficiency in both English and Japanese is good to have ; at least native Japanese with business level English works
Client communication
Communicating with Global team members
Documentation and reports
Training and workshops
Service reviews
Escalation handling
Vendor relationships
Cross-cultural understanding
Client presentations

Responsibility

As a an ITSM Consultant , you will play a pivotal role in enhancing IT service management and ensuring client satisfaction. Your responsibilities will encompass a wide range of ITIL disciplines, client-facing activities, and consulting, designing, documenting, and implementing various ITSM processes and ITIL practices, contributing to service excellence in a diverse IT environment.

Education

問わず

Other

■勤務地
リモートワーク／東京本社(神谷町)