ITSM Consultant Resume Samples

Description :

1. Defined the Problem Management process in the firm and ensure stability in the IT plant by having a robust Major Incident management process.
2. Used Service-Now reporting to analyze trends of major incidents and identify a high level of root cause for the major incidents.
3. Managed Problems, to ensure that these are diagnosed, logged and escalated to appropriate and consistent quality standards.
4. Co-ordinated Service Desk, IT staff and Customers to ensure accurate and appropriate communications during Problems.
5. Coordinated with Service Desk and Incident coordinator in the identification of Major Incidents.
6. Managed Major Incidents, to ensure that these are diagnosed and escalated to appropriate and consistent quality standards.
7. Co-ordinated Service Desk, IT support staff and Customers to ensure accurate and appropriate communications during Major Incidents.

Experience

2-5 Years

Level

Junior

Education

BS In Computer Science

Description :

1. Performed current assessment of IT environment and implemented ITIL/ITSM framework to deliver best practices and industry standards for service delivery; began project with ITIL/ITSM Service Strategy, Service Design and Service Transition phases creating and documenting end-to-end process flow.
2. Implemented multiple ITSM modules: Incident, Change, Service Request, Asset, Configuration, Knowledge, Problem, Release, Capacity, Availability, and Service Level Management Installed and configured all Remedy ITSM 7. x applications which include SRM 2.1 and upgraded to 7.6 applications.
3. Integrated SRM with LDAP services for authenticating with remedy people information.
4. Participated in discussions with multiple business units to ensure Service Desk CMDB contents and structures are aligned with other corporate processes and best practices.
5. Created forms, Views, Active Links, Filters, escalations and menus (Work Flow Objects).
6. Developed and enhanced Remedy ITSM existing workflows.
7. Managed client scripts, UI policies, UI actions and Data policies.

Experience

2-5 Years

Level

Executive

Education

Bachelors In Computer Science

Description :

1. Managed organizational change project for the implementation of ITIL based processes.
2. Designed of ITSM processes including Change, Access, Release and Deployment, Incident, Problem, Validation and Testing, and Business Relationship.
3. Authored draft IT Security Policy for Identity and Access Management to assist the client in establishing an Access Management program and identifying the goals and requirements of the corresponding project.
4. Provided process structures that best align to the customer environment and allow for future improvement as the ITSM capability matures.
5. Drafted policies, procedures, and other supporting documentation in support of deployed ITSM processes.
6. Developed and delivered training for process owners, manager, participants, and users.
7. Configured automated tools to support ITSM processes.

Experience

5-7 Years

Level

Executive

Education

MBA In Business Administration

Description :

1. Implement ITIL V3 aligned processes in ServiceNow, Remedyforce.
2. Worked closely with the technology, operations and business to gather enhancements and defect fixes in the Service-Now, Force.com platform.
3. Created functional and technical specifications documents for various Service Now modules Contributed knowledge and expertise in CMDB incident resolution, issue determination, root cause assessment, and issue resolution.
4. Controlled the receipt, identification, storage, and withdrawal of all supported data within the CMDB.
5. Produced reports, product reviews, and facilitated product/information changes and corrections.
6. Worked on Various Web Services Integrations using SOAP and REST.
7. Designed and Developed Applications for the customer Finance team to manage Monthly/quarterly/yearly tasks.

Experience

7-10 Years

Level

Management

Education

Bachelor's

Description :

1. Changed for Defense Logistics Agency (DLA) Implemented Agile Scrum's SDLC framework for developing User Stories (requirements) and acceptance criteria.
2. Reconciled functional requirements against process flow diagrams and requirements documentation.
3. Developed Change and Configuration Management Plans with key internal and external stakeholders.
4. Created an Analysis of Alternatives (AoA) on ITSM vendors based on customer requirements.
5. Constructed a pre-approved change catalog for frequent, low risk infrastructure/application change requests (CRs).
6. Designed Serena Dimension's workflow based on DoD and DLA ITSM policies and customer requirements.
7. Performed regression and UAT on Dimensions CM to verify and validate functionality is aligned to business needs.

Experience

0-2 Years

Level

Entry Level

Education

B.S.

Description :

1. Responsible for defining, building, implementing, and executing one or more ITSM processes to ensure these processes meet business needs.
2. Facilitated reviews, and made recommendations to improve availability, manageability, and supportability.
3. Collaborated directly with leaders and stakeholders in Service Management, throughout IT and the business to define issues and resolutions and to provide technical guidance in support of the processes.
4. Provided direction and coaching to Service Management Analysts and Sr Analysts in support of processes owned throughout the SM team.
5. Led the development, implementation and maintenance of the ITSM Problem Management process portfolio by guiding and influencing leadership in the development of the ITSM strategy.
6. Defined goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, measurable, and sustainable processes.
7. Oversaw the development and maintenance of process documentation and measurements (e.g., policy, process flows, procedures, KPIs).

Experience

5-7 Years

Level

Executive

Education

Ph.D. In Information Technology

Description :

1. Identified processes and methodologies, to ensure effective control and support of service delivery.
2. Drived service related activities through standard processes (i.e. change management, incident management) using Remedy & SharePoint.
3. Led project teams in solving business problems through the development of business processes, management control systems and coordination.
4. Developed the appropriate project plans, assign team roles and responsibilities, manage scope, deliver milestones, collect and analyze other project metrics to manage initiatives and drive accountability for the accomplishment of work packages and overall business solutions, including status / tracking of project progress and managing project trade-offs across scope, timing, and resources.
5. Managed cross-functional project teams using ITIL leadership, communication, negotiation skills.
6. Responsible to ensure Program Change Control process is defined and complied with (Change Control includes Technical Changes as well as Program Changes such as - timeline, SOW changes etc.).
7. Built documentation templates for CRs, design artifacts, test plans/scripts, and work instructions.

Experience

5-7 Years

Level

Executive

Education

GED

Description :

1. Designed, Implemented, Enhancemented with Migration to ITSM BMC Remedy Tools.
2. Worked with Customers including capabilities such as Service Owners, Towers, Application Owners, Reporting and Business Intelligence teams.
3. Responsible for contributing to the design and architecture for small or medium projects with current customer towards a goal of implementing Remedy on Demand, ADDM and CMDB.
4. Included working with customer directly for requirements and data reviews.
5. Helped to guide ITSM enterprise approach from a process perspective.
6. Used ITSM Process expertise with Incident, Problem, Change, Release Management, Service Level Management and Service Request/Catalog.
7. Efficient project management of process implementation; supporting early implementation by 6 months.

Experience

5-7 Years

Level

Executive

Education

Business Services Certificate

Description :

1. Led or participated in the analysis of clients current environment and the definition of future business and technical requirements.
2. Performed strategic analysis and developed recommendations in one or more of the following areas: Incident Management, Problem Management, Change Management, Configuration Management, CMDB.
3. Created Project Implementation Plans and prepared Professional Services Quotes to guide the customer through the Implementation process.
4. Facilitated group workshops to design or reengineer new/enhanced processes to facilitate success with software tools purchased.
5. Conducted training for customer personnel on Infra Software applications.
6. Maintained positive and constructive Client Relationships.
7. Developed quality process documentation: policies, procedures; testing procedures.

Experience

7-10 Years

Level

Management

Education

MS

Description :

1. Effectively enabled large, complex organization to move from several change management tools toward a single tool (HP Service Manager 9.3) Business/functional requirements (Version One) identified for HP Service Manager for Change Management, Release & Deployment, and Service Validation & Testing.
2. Facilitated weekly Change Control Board (CCB) meetings to review CRs and its status.
3. Responsible for Integrating SSO solutions with ServiceNow and Remedyforce.
4. Integrated Customer ActiveDirectory with ServiceNow for User Data population.
5. Consulted on establishment and growth of IT governance.
6. Conducted interviews with IT leadership and staff to identify current improvement opportunities.
7. Called and chaired Post Mortem Review meetings following Major Incidents.

Experience

2-5 Years

Level

Executive

Education

Masters Of Science In Management