ITSM Consultant - CM (2023)

Mekdam Technical Services; Doha; On-site; QAR 223,200 - 334,800; Full time

Job summary

A technical services provider in Doha is seeking an ITSM Consultant to assess and update the change management process in line with new ITSM protocols. The ideal candidate will have at least 10 years of experience in change management, possess multiple ITIL certifications, and be proficient with ITSM tools like BMC-Remedy. Responsibilities include monitoring process effectiveness, resolving departmental issues, and collaborating with project management teams. This role offers a chance to enhance operational efficiency within a dynamic work environment.

Responsibilities

• Assess and update CM process according to the new ITSM streamline process.
• Establish CM process input/output links with Project management process.
• Manage change requests for small projects according to agreed timelines.
• Revise and update predefined change tasks.
• Resolve cross-functional departmental issues.
• Ensure consistent execution of the CM process across the organization.
• Monitor, measure, and report on effectiveness to senior management.
• Review and validate CM process related CSI records.
• Work with CM module support team to implement and test enhancements.

Skills

Change management

Communication skills

ITSM tools (BMC-Remedy, Helix)

Time management

Quality assurance and control

Microsoft Office

MS Visio

MS PowerPoint

Education

Bachelor's degree in Engineering / Computer Science

ITIL 3 foundation certification

ITIL 3 Practitioner certification

ITIL 3 Intermediate certifications

ITIL 4 foundation certification

Job description

About the job ITSM Consultant - CM (2023)

Overview

Job Purpose: Assess and update CM process according to the new ITSM streamline process. Establishing the CM process links (Input/Output) with Project management process. Manage change request for small projects according to the PMO agreed timeline. Establishing the CM process links (Input/Output) with the new Realis Management process. Revise and update change predefined tasks. Resolving any cross-functional (departmental) issues. Ensuring consistent execution of the process across the organization. Monitoring, measuring, and reporting on the effectiveness of the process to senior management. Review and validate the CM process related CSI records. Work with CM module support team to implement and test the agreed enhancement.

Responsibilities

• Assess and update CM process according to the new ITSM streamline process
• Establish CM process input/output links with Project management process
• Manage change request for small projects according to the PMO agreed timeline
• Establish CM process input/output links with the new Realis Management process
• Revise and update change predefined tasks
• Resolve cross-functional (departmental) issues
• Ensure consistent execution of the CM process across the organization
• Monitor, measure, and report on the effectiveness of the process to senior management
• Review and validate the CM process related CSI records
• Work with CM module support team to implement and test the agreed enhancement

Educational Qualification

• Bachelors degree in Engineering / Computer Science or related fields
• ITIL 3 foundation certification
• ITIL 3 Practitioner certification
• ITIL 3 Intermediate certifications
• ITIL 4 foundation certification

Required Professional Qualifications/Skills

• 10 years of experience with Change management
• Ability to use ITSM tools BMC-Remedy and Helix
• Ability to balance multiple concurrent activities and manage time efficiently
• Possession of excellent oral and written communication skills
• Quality assurance and quality control
• Experienced in using Microsoft Office, MS Visio, and MS PowerPoint