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Business Process Improvement Specialist - NATO Secret Clearance
Eingestellt von Globetec Solutions
Gesuchte Skills: Support
Projektbeschreibung
BUSINESS PROCESS IMPROVEMENT SPECIALIST - NATO SECRET CLEARANCE IS A MUST
SKILLS, KNOWLEDGE, EXPERIENCE REQUIRED:
- Experience with ITSM Tools
- Knowledge of ITIL Best Practices
- Language - English (Listening, Speaking, Reading and Writing)
DUTIES/ROLE
- Within the "SMC Service Line", and especially the "Service Support Management Processes Branch", the current incumbent is responsible to provide rapid response to possible service disruptions and to ensure the restoration of service caused by an incident or a number of incidents.
- Following the SMC reorganization, all the "Request, Incident, Problem and Availability Management Section" has to be created from scratch, with all PE positions vacant (Section Head currently under recruitment process).
- The incumbent will have also to support the "Incident and Problem Management transition process from OPS Center to "SMC Service line".
- Insure the bridge between SMC and the "OPS center" during a transition phase (3 to 6 months), in order to minimize the risks to transfer the ownership of the Incident and Problem management Processes.
- Support the review of related Incident and Problem Management processes documentation.
- Produce management information reports in respect to Incident and Problem Management performance.
- Ensure interfaces between Incident and problem Management and other Service management processes.
- Maintain the Incident and Problem Management tool set modules.
- Provide support to Incident and Problem process owner and manager, assisting to the planning and coordination of all Incident and Problem Management processes activities.
- Identify and propose improvement opportunities for inclusion in the Continual Service Improvement Register.
- Work with Service Lines and other process managers to ensure that incidents and problems are efficiently processed.
- Report high impacting incidents affecting the customer.
- Execute the Root Cause Analysis (RCA) in order to ensure that an incident or a number of incidents that caused a disruption of a service do not occur again.
- Recognize recurring problems, stating the cause in a formal RCA which includes the 5-whys method in order to address procedural issues.
SKILLS, KNOWLEDGE, EXPERIENCE REQUIRED:
- Experience with ITSM Tools
- Knowledge of ITIL Best Practices
- Language - English (Listening, Speaking, Reading and Writing)
DUTIES/ROLE
- Within the "SMC Service Line", and especially the "Service Support Management Processes Branch", the current incumbent is responsible to provide rapid response to possible service disruptions and to ensure the restoration of service caused by an incident or a number of incidents.
- Following the SMC reorganization, all the "Request, Incident, Problem and Availability Management Section" has to be created from scratch, with all PE positions vacant (Section Head currently under recruitment process).
- The incumbent will have also to support the "Incident and Problem Management transition process from OPS Center to "SMC Service line".
- Insure the bridge between SMC and the "OPS center" during a transition phase (3 to 6 months), in order to minimize the risks to transfer the ownership of the Incident and Problem management Processes.
- Support the review of related Incident and Problem Management processes documentation.
- Produce management information reports in respect to Incident and Problem Management performance.
- Ensure interfaces between Incident and problem Management and other Service management processes.
- Maintain the Incident and Problem Management tool set modules.
- Provide support to Incident and Problem process owner and manager, assisting to the planning and coordination of all Incident and Problem Management processes activities.
- Identify and propose improvement opportunities for inclusion in the Continual Service Improvement Register.
- Work with Service Lines and other process managers to ensure that incidents and problems are efficiently processed.
- Report high impacting incidents affecting the customer.
- Execute the Root Cause Analysis (RCA) in order to ensure that an incident or a number of incidents that caused a disruption of a service do not occur again.
- Recognize recurring problems, stating the cause in a formal RCA which includes the 5-whys method in order to address procedural issues.
Projektdetails
Geforderte Qualifikationen
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Kategorie:
Sonstiges