Hello,   
      
   Urgent Requirement - Looking for ITSM/ITIL ServiceNow Professional -Chicago ,   
   IL - 6 months   
      
   Title: ITSM/ITIL ServiceNow Professional   
   Locations: Chicago, IL    
      
   Description:   
      
   ITSM/ITIL ServiceNow Professional   
   Location: Chicago   
      
      
   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   
    Deliverables:    
   •       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    
   o           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.)    
   o           Assess and identity initiatives to improve McDonald change   
   management process(s)   
   o           Compare current execution against published process documentation   
   o           Identify people, process and technology variances   
   o           Identify key process measures actively being managed   
   o           Prioritized recommended enhancements   
   o           Recommend approach and timeline to implement process and   
   recommendations   
      
      
   Thanks and Regards,   
   Nagesh   
   Oriontek Inc ;   
   566 Peachtree Pkwy, Suite #121   
   Cumming,GA -30041   
   Board: 678-765-1678 EXT: 104   
   Direct: 678-287-1598   
   Fax: 732-909-2612   
   www.oriontekinc.com   
      
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