Senior Associate Consultant

Primary Responsibilities:

• Develop and execute IT Service Management processes in accordance with ITIL best practices
• Establish service architecture governance frameworks and operational standards
• Oversee Incident, Problem, Change, and Release Management processes
• Set up and track SLAs, OLAs, KPIs, and service performance indicators
• Promote continuous service improvement initiatives throughout IT operations
• Work closely with business and technology teams to ensure services align with organizational goals
• Perform process evaluations, audits, and compliance assessments
• Offer expertise on service transition, service design, and operational readiness
• Assist in the implementation and enhancement of the ServiceNow ITSM tool
• Create executive dashboards, reports, and presentations for service reviews

Technical Qualifications:

• Technology Architecture, ITIL

Desired Skills:

Technology->Architecture->Architecture - ITIL