Process Analyst for IT Service Management Transition

Há 4 dias


Lisboa, Lisboa, Portugal Phiture Tempo inteiro

Job Description:
We are seeking an experienced Process Analyst to lead the transition from ITILv3 to ITILv4, ensuring process management convergence across multiple locations and fostering continuous improvement within our service delivery framework. This role involves extensive use of BPM (Business Process Management) tools for process modeling, simulation, and alignment with compliance and auditing standards.

Key Responsibilities:

  • Develop and implement ITIL4 transition strategies, including training and communication plans for smooth adoption.
  • Analyze and standardize IT service processes across regions using advanced BPM tools.
  • Collaborate with global IT teams to align and standardize practices, focusing on compliance and auditing.
  • Monitor process improvement initiatives and their impact on service delivery, leveraging process simulation tools to forecast outcomes and adjust strategies as needed.
  • Identify and lead process improvement projects to enhance service quality and efficiency, ensuring compliance with auditing standards.
  • Optimize processes with lean and agile methodologies, enhancing agility and reducing process cycle times.
  • Drive continuous improvement by maintaining ITSM processes at the forefront of industry standards.
  • Ensure stakeholder engagement and manage ITSM process changes through effective change management plans.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • ITIL4 certification is highly preferred.
  • Demonstrated experience in IT service management with expertise in process transition and implementation.
  • Strong analytical and problem-solving skills.
  • Excellent communication and project management abilities.
  • Proficiency in BPM tools, process modeling, and simulation.

Deliverables:

  • Develop and execute ITIL4 transition strategies, including training and communication plans for seamless adoption.
  • Standardize service delivery processes across regions using BPM tools.
  • Partner with global IT teams to align practices, emphasizing compliance and auditing.
  • Regularly monitor process management initiatives, using simulation tools to forecast outcomes and adjust strategies.
  • Lead process improvement projects to enhance service quality and efficiency, meeting compliance standards.
  • Apply lean and agile methodologies for process optimization.
  • Maintain ITSM process standards by adopting best practices in ITILv4.
  • Drive stakeholder engagement and manage ITSM process changes through effective change management plans.

Salary Range: $80,000 - $110,000 per year, depending on experience and qualifications.

Location: Remote or hybrid, flexible work arrangements available.



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