ITIL 3/4 Experte (m/w/d)
Core
Design, introduce, and continuously improve ITIL-based service management processes (Incident, Problem, Change, Request Fulfilment, Service Level Management) to ensure efficient and high-quality IT services.
Role type
Senior IT Service Management Expert
Builds
Stable and smooth IT operations through optimized service processes
Domain
IT Service Management / IT Operations
Required skills
ITIL v3/4 framework expertise, process design and documentation, process optimization, SLA/KPI definition and monitoring, stakeholder consultation, workshop facilitation, ITSM tool proficiency (ServiceNow, BMC Remedy, Jira Service Management)
Preferred skills
Advanced ITIL certifications (Expert, Managing Professional, Strategic Leader), Project Management (PRINCE2, PMP), Agile methodologies (Scrum, SAFe)
Technologies
ServiceNow, BMC Remedy, Jira Service Management
Responsibilities
Design and implement ITIL-based service management processes; consult internal teams and stakeholders on ITIL best practices; analyze existing workflows for optimization; define and monitor SLAs and KPIs; conduct workshops and training sessions; collaborate with Infrastructure, Applications, and Security teams.
Seniority
Senior, hands-on IC (via careerplan.io/jobs/2322627-itil-34-experte-mwd-at-protos)
