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Position Details: Opening for ITSM/ITIL ServiceNow Professional, Chicago, IL

Location: Chicago, IL
Openings: 1
Salary Range:


ITSM/ITIL ServiceNow Professional
​Location: Chicago
Duration: 3-6 mos

Job Description:

The ITSM Consultant(s) would work closely with Our Client's Service Management Office (SMO) and their Global Consulting partner resources to help create multiple ITSM processes in areas including, but not limited to Incident Management, Change Management, Problem Management, Knowledge Management and Service Catalogue.

The initial focus is on Change Management, to be followed by Problem Management.  The resource will work closely with the Global Consulting partner and SMO resources to add value to the various process workstreams, help define, document and implement processes, help ensure people are following the processes, etc.  The tools will all fall under Service Café (ServiceNow).
Some examples of areas of possible engagement are ITSM governance regarding change management (CRB/CAB model and implementation), defining what conditions drive the opening of a problem ticket, what metrics/measures are important for process (versus just operational) measurement for Change Management and other processes, etc.

Leadership and Consultative Expertise:
  • Required:  Experience in a Process Owner and/or operational Process Manager role for key ITSM process(es); especially Change and Problem
  • Required:  Experience in a consultative role in initiatives to develop, define, document and implement ITSM process across a large, global organization; especially Change and Problem
  • Required:  Direct experience in the planning and execution of key ITSM process implementation initiatives across multiple organizations. teams, suppliers
  • Required:  Strong direct experience in personally developing and delivering presentations to senior level client / organizational leadership
  • Required:  Flexible and collaborative work style with high motivation and personal commitment to timely and highest quality deliverables
  • Required:  Strong experience with, and personal skills in the direct use of key technology tools, including MS Word, and Excel, and PowerPoint and VISIO
ITSM/ITIL Expertise
  • Required:  Delivering experience-based and best practice ITSM process (Incident, Change, Problem, Release, etc.) definition and documentation guidance and creation to stakeholder
  • Required:  Delivering experience-based ITSM process implementation planning and guidance
  • Required:  Delivering best practice process Governance, Controls and Operations guidance to stakeholders
  • Required:  Delivering best practice / experience-based process documentation guidance and assistance, including applicable definition of key roles / responsibilities for Process Owner, Process Manager and other process-dependent key roles
​​Change Management Expertise:
  1. Identify Process enhancements to:
  • Streamline RFC workflow
  • Change management that can support bi-modal IT
  • Workload, and mix of change requests, including:
  • Review and identify candidates for more “Standard” changes not requiring CRB/CAB approval
  • Identification of changes to review for underlying “root” causes
  • Request for Change (RFC) content – identify additional required RFC record fields
  • Assess Application and Infrastructure change management
  • Interview current Change Managers across and confirm processes used, and current challenges
  • Summary of metrics in use and best practice measurements that can be supported from current data
  • Alignment with Overall ITSM strategy
  • Recommended Change Management Process
  • ITSM change process documentation
  • Implementation Timeline, Assessment Results
  • Cross-organizational process deployment/implementation – including cross-external supplier implementation
Process Assessment Approach:
Current State Assessment scope is Phase 1
  •     Documentation: policy, process, procedures, work instructions
  •     Performance: Obligations (SLA, SLO, UC – Contractual & Non-contractual)
  •     Workflow: manual and automated, functionality enablement from Service Café platform
  •     Metrics: key performance indicators, trends, continuous improvement
  •     Interviews: stakeholder service experience
    •     Pain points – end users, change implementers, change review/advisory boards (CRBs / CABs) and partner service providers
Analyze and Identify (Outcome):
  •      Gaps (pain, process and effectiveness related)
  •      Prioritized recommendations:
  • Governance
  • People (skills, roles, management, behavior, etc.)
  • Process (policy, procedures, metrics/measures, etc.)
  • Technology (toolsets, tool functionality, etc.)
    •     Assess and identity initiatives to improve McDonald change management process(s)
    •     Compare current execution against published process documentation
    •     Identify people, process and technology variances
    •     Identify key process measures actively being managed
    •     Prioritized recommended enhancements
    •     Recommend approach and timeline to implement process and recommendations

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