IT Service Management Process Consultant in Indianapolis, IN at BCforward

Date Posted: 8/7/2019

Job Snapshot

Job Description

BCforward is seeking a highly motivated IT Service Management Process Consultant for our large pharmaceutical client in Indianapolis, IN.

Expected duration: Long term

The IT Service Management Business Process Consultant is responsible for documenting current clinical study services processes for study on-boarding as an IT Service function, engaging cross-functional teams to deliver outcomes through repeatable tasks and timelines. This role will work with internal groups to build out the service catalog and supporting processes, organize them for operations, and track and monitor actual vs. expected service outcomes.

Duties and Responsibilities:

  • Collaborate with cross functional teams to define service catalog and build operational plan.
  • Design, build and deploy business outcome driven solutions focused on designing processes and service offerings that are repeatable, accelerate value and employ process best practices and standards
  • Drives ITSM process definition, re-engineering, improvement and gap analysis of current/to-be processes.
  • Identifies solutions from a people, process and technology perspective, generating the required outputs to the level required for the subsequent stages of the overarching initiative.
  • Identifying areas of ITSM process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
  • Managing and communicating ITSM process and business requirements ensuring that the proposed solutions meet the customer's expectations.
  • Provide guidance and deliver successful implementation of the to/be processes in partnership with other members of the organization, including services and solutions teams outside of the consultant's direct organization.
  • Creating and updating required documentation such as agendas, requirements/user stories, process guides and flow diagrams
  • Ensuring process related deliverables are complete, consistent, high quality, on time and deliver valued outcomes.
  • Recommend business process changes and application functionality to improve quality of Customer facing operations.

Required Skills (Indicate if only desired or preferred):

  • 3-5+ years of IT Service Management process development experience. Desired experience to include pharma or healthcare (pertaining to clinical studies, medical devices or pharmaceutical customer experience).
  • Knowledge and application of ITIL foundation and framework; prefer ITIL certification.
  • Experience with Service Now or other tools that provide services, business, IT, operations management such as ZenDesk, CA Service Desk, Oracle Service Cloud, Freshservice.
  • Strong experience with Microsoft Visio and Microsoft PowerPoint.
  • Exceptional interpersonal and leadership skills to effectively communicate and build relationships with a broad spectrum of audiences at all organizational levels.
  • Sound technical aptitude and proven ability to grasp general knowledge of multiple disciplines and technologies with superior computer usage skills.
  • Strong competencies in planning and organization with the ability to lead multiple activities while maintaining a focus on quality.
  • Solid analytical and strategic capabilities and business acumen along with demonstrated work ethic, integrity, and professional conduct and professional appearance.
  • Ability to produce and present clear, concise, and professionally written communications and presentations

Education and Qualifications (include degree(s) required, certifications, etc.):

  • Bachelor's degree in business, science or engineering discipline or equivalent. Advanced degrees are a plus
  • ITIL Certification strongly preferred

Interested candidates please send resume in Word format Please reference job code 90376 when responding to this ad.