Service Management Consultant in Suceava

Responsibilities Work with process managers (but act as a process owner) to modify and develop processes. Be entirely responsible for the development and generation of processes, procedures with any associated work flows and ensure they are accurately reflected in ServiceNow Review and update processes to ensure they meet service delivery requirements; identify any weaknesses in existing processes and understand their underlying causes Drive and shape process development and improvements through continuous service improvement principles Develop clear and detailed processes mapped to business requirements, seeking stakeholder input followed by sign-off and acceptance Work with process managers to identify, assess and address issues and risks to service delivery Understand technical concepts and use-cases and how they relate to practical and useable processes With the process managers; organise and run stakeholder meetings and workshops with Subject Matter Experts and focus groups Generate SOPs and training materials where necessary Ensure documentation conforms to required standards (such as the ISO20000 framework) and work with the Knowledge Management team to develop and support review strategies Translate existing external client processes into a system that meets Endava’s service delivery requirements Work with clients to advise and develop Service Management practices in line with Endava’s best practice recommendations Develop and revise processes along LEAN principles where applicable Build or amend processes that are suitable to DevOps/Bi-modal principles and work with other Endava disciplines to ensure transparency and cogency throughout the business Keep up to date on industry trends and methodologies to identify improvement and development opportunities Qualifications and Experience Experience of working within a busy and complex IT/customer services and support operation Previous experience in a service management role or similar (e.g. process management) Previous experience with management/control A clear understanding of the relationship between IT and Business with the ability to quickly assess the key requirements and information needed to shape and develop processes Experience of communicating with all levels of management and staff Ability to get consensus and collaboration across different teams Ability to analyse issues and problems systematically, gathering broad and balanced input, drawing sound conclusions and translating conclusions into timely decisions and actions Experience of direct communication with senior management and technical staff Good MS Visio and PowerPoint tools to create process/business flow diagrams and presentations Excellent written and verbal communication skills in English Additional Information Desirable skills: Knowledge of ServiceNow Familiarity with Lean and Agile principles is highly advantageous ITIL Foundation certification Technical knowledge