Deskripsi Pekerjaan
Are you a strategic IT professional with a passion for optimizing workflows? Join Vcustomer Philippines, Inc. as a Service Desk Transformation Consultant and play a pivotal role in revolutionizing IT service delivery. In this dynamic role, you will leverage your expertise to guide organizations through complex tool and platform implementations, ensuring seamless integration and enhanced operational efficiency.
We are looking for an innovative thinker who can bridge the gap between technical requirements and business objectives. You will be responsible for delivering high-quality technical and functional consultancy, driving change management initiatives, and ensuring that service desk operations align with industry best practices like ITIL.
Tanggung Jawab
- Lead the end-to-end transformation of service desk operations, including process mapping and optimization.
- Oversee the implementation and configuration of service desk tools (e.g., ServiceNow, Jira) and platforms.
- Conduct comprehensive gap analyses between current state processes and target state requirements.
- Develop and deliver training programs and workshops for end-users and IT staff to ensure adoption.
- Collaborate with cross-functional stakeholders to define project scope, timelines, and deliverables.
- Document standard operating procedures (SOPs) and knowledge base articles to support continuous improvement.
- Monitor project progress and mitigate risks to ensure successful project delivery within budget and schedule.
Kualifikasi
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 5 years of experience in IT Service Management (ITSM), Service Desk, or IT Consulting.
- Proven experience in Service Desk transformation projects and tool implementations (ServiceNow is a strong plus).
- Strong understanding of ITIL framework and Service Management processes.
- Excellent communication, presentation, and interpersonal skills to interact with diverse audiences.
- Ability to manage multiple priorities and work effectively in a fast-paced, agile environment.
- Problem-solving mindset with a focus on delivering value and improving user experience.