Job Description :
Provide on-site process advisory services to develop an ITIL-based Process Documentation. Prepared process documents, Visio SWIM Lane work flows, standard operating procedures(if needed), quick reference guides and KPI metrics to facilitate the use of BMC’s ITSM Remedy onDemand 9.1 cloud platform.
Leverage legacy operational and product categorizations from existing Remedy system to transform and mature to the new processes and KPI’s.
Champion the base-line data to ensure consensus is built to implement in the new Remedy v9 environment.
Build confidence in customer base of the new platform.
Assist with communication plans and campaigns to train and educate end-users across a wide community.
Also actively participate in Business Transformation meetings to assess current level of IT best practice maturity as well as conduct gap analysis to ensure maturation.
Assist with functional and technical requirement analysis, selection, ranking, scoring and recommendation of customizations through a structured, Agile methodology
Familiar with Jira is helpful.
Supported the creation of ITILv3 best practices for Incident Management, Change Management, Knowledge Management, Configuration Management.