ITIL Process Engineer

Job Description
Our client company is reviewing its ITIL processes in view of making them more customer focused and more efficient.
This exercise is combined with the transition to a new hosting provider.
As ITIL process engineer you will support the SMI team to review the processes according to a priority list defined by the management.

TASKS LIST
Together with the project team, discuss the detailed requirements for reviewing the in scope ITIL Processes.
Participate to the role and responsibility definition in line with the re-engineered processes
Document the requirements, new processes and role and responsibility
Participate to the definition of the performance measurements indicators
Participate to the definition of the operations and management dashboards
Participate to the development and tests of the target processes within Remedy force
Participate to the education of users
Participate to the definition of the operations manual
Serve as point of contact to fix issues raised during the launch.

Background
You have proven experience in ITIL or other process implementations
Your profound theoretical knowledge of ITIL V3 (supported by accreditation) allows you to manage and steer the discussions to stay as close to the initial ITIL processes as possible
Your more than sufficient practical knowledge of how ITIL is implemented in a company allows you to see when and where you should deviate from these standards
You have seen and managed a number of ITSM tools and know their strengths and weaknesses. (Deep) knowledge of RemedyForce (or Servicenow) is an absolute plus.
You have experience in designing, developing and implementing sustainable and scale-able service management processes and procedures
Have experience in organizing and leading workshops
Easily build constructive relationships and are skilled in bringing the different parties together in a co-creation spirit
Possess strong structuring & analytical skills