Sr. ITIL/ITSM Consultant

hace 4 semanas

distrito federal, México Zebra Technologies Corp A tiempo completo

Remote Work: Yes


Overview: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges. Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve. You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world. Let’s create tomorrow together.

Business Process Analysts are responsible for the integrity of Zebra's internal business processes in the assigned business unit/area they are affiliated with. They ensure our business is run effectively, efficiently and in support of delivering against our commitments internally and externally to our customers, partners and regulatory bodies.

Additionally we are seeking an experienced IT Service Management (ITSM) Consultant to join our team. The ideal candidate will have a strong background in ITIL best practices , service management frameworks, and a proven track record of delivering high-quality ITSM solutions. As a Senior ITSM Consultant, you will work with clients to design, implement, and optimize ITSM processes, ensuring alignment with business objectives and improved service delivery.


Responsibilities:
  • Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma)
  • Works proactively to identify and suggest opportunities to improve process effectiveness and efficiency is assigned BU
  • Conducts root cause analysis of process failures
  • Captures current challenges, desired outcomes and recommendations
  • Documents agreements and owns drafting and revision of new/updated business processes in assigned business unit
  • Projects may span business units or require significant cross functional alignment or involvement. Understands upstream, downstream and work tools impacts to process change. Can recommend solutions to minimize impacts
  • May train incumbent employees in new process flow/requirements
  • Measures and reports on success of new/revised processes in the BU. Reporting may include presentations to mid to senior level audiences
  • Provides consultation on the use of re-engineering techniques to improve process performance and product/service quality
  • Performs cost and benefit analyses
  • Key Responsibilities:
  • Assessment and Strategy Development:  Conduct current state assessments of ITSM processes and provide recommendations to enhance efficiency and effectiveness.
  • Process Design and Implementation:  Lead the design and implementation of ITSM processes, including Incident Management, Change Management, Problem Management, Service Request Fulfillment, and Configuration Management.
  • Tool Evaluation and Selection:  Evaluate ITSM tools and software solutions to meet client requirements and assist with the selection and implementation of these tools.
  • Training and Knowledge Transfer:  Develop and deliver training programs for ITSM processes and tools to client staff, ensuring knowledge transfer and best practices are communicated effectively.
  • Stakeholder Engagement:  Collaborate with cross-functional teams and stakeholders to align ITSM processes with organizational goals and objectives.
  • Continuous Improvement:  Establish and foster a culture of continuous improvement within ITSM processes, utilizing metrics and KPIs to measure success and drive process optimization.
  • Documentation and Reporting:  Create comprehensive documentation of ITSM processes, workflows, and procedures; provide regular reporting on project status, engagement results, and key performance metrics.
  • Project Management:  Manage multiple projects and timelines effectively, ensuring on-time delivery and adherence to client expectations.
  • Qualifications:
  • Education:  Bachelor’s degree in Computer Science, Information Technology, or related field;
  • Experience:  5+ years of experience in IT service management, consulting, or a similar role; demonstrated expertise in implementing ITSM frameworks and processes.
  • Technical Skills: Knowledge of ITIL framework, and familiarity with Agile methodologies.
  • Analytical Skills:  Strong analytical and problem-solving capabilities; ability to assess complex situations and provide actionable recommendations.
  • Communication Skills:  Excellent verbal and written communication skills; able to convey complex concepts in a clear and concise manner to technical and non-technical stakeholders.
  • Interpersonal Skills:  Strong interpersonal and relationship-building skills; ability to work collaboratively in a team-oriented environment.

Core Competencies

  • Strong project management skills, adept at leading multiple, concurrent projects ensuring timely delivery and adherence to quality standards.
  • Excellent analytical skills with a focus on problem-solving and process optimization.
  • Exceptional communication abilities, capable of clearly conveying complex concepts to diverse audiences.
  • Effective at building and maintaining strong collaborative relationships with stakeholders and team members.

Qualifications:

Qualifications:

  • Bachelor's degree of Science in Computer Science
  • 5-8 years experience
  • ITIL 
  • ITSM
  • Six Sigma Green Belt preferred or in progress
  • Demonstrated knowledge with functional processes in assigned BU. Preferred - some experience as an incumbent worker
  • Demonstrated working knowledge/experience using basic change management principals and approaches. Formal training preferred

Preferred Qualifications:

  • Understanding of emerging trends in ITSM, such as DevOps integration or automation.
  • Knowledge in Salesforce and Jira
  • Additional IT certifications (e.g., PMP, Agile, Six Sigma, ITIL) are a plus.

  • Certifications

    • ITIL Foundation Certification
    • ITIL Practitioner Certification (Ideally)
    • PMP (Ideally)

    Technical Skills

    • Deep understanding of ITIL frameworks with project management expertise.
    • Familiar with Agile methodologies and proficient in ITSM tools such as ServiceNow.
    • Exposure to Configuration Management principles and interest in CMDB solutions.

To protect candidates from falling victim to online fraudulent activity involving fake job postings and employment offers, please be aware our recruiters will always connect with you via @zebra.com email accounts. Applications are only accepted through our applicant tracking system and only accept personal identifying information through that system. Our Talent Acquisition team will not ask for you to provide personal identifying information via e-mail or outside of the system. If you are a victim of identity theft contact your local police department.#J-18808-Ljbffr

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