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Robert Half ITIL Practitioner in CHICAGO, Illinois


Company Summary:

Client is an American electronic manufacturing company headquartered in Chicago, Illinois. The company primarily produces circuit protection products but also manufactures a variety of electronic switches and automotive sensors and was founded in 1927

Position Intel:

Client wishes to develop an IT Service catalog (Service Design) as well as assess global ITIL capability and maturity.

The right candidate will be able to look at this system, help with usability efforts, develop dashboards and make meaningful improvements.

Location: Chicago, Illinois

As of now there is no requirement to be onsite, but would like someone local to Chicago.

Job Details:

The main focus will be around the service management platform/designing the service catalog and working with the team in various support groups they have. Client uses Ivanti which is web based, hosted and framed around ITIL.

About a year ago the client migrated from an on prem service desk solution to their new cloud based version of this. Since then they have completed the technical migration but have been at a standstill and haven't gone past that within the service management area, and there has been a little bit of work for the self services that are starting to get defined. They have their basic categories but really need a candidate to really work with their different support groups (Infrastructure/Ops/App/Helpdesk groups) and build out that service catalog as well as some reporting capabilities that they have within the utility.

Currently they have a menu of items and the help desk is very interactive so it's not a self service model where somebody can just go to the portal and select services they they offer but they will usually send an email or call. What they would like to do is offload that to the self service place and that's where the service catalog will come in. They do have a list of categories and sub categories for ticket types (basic services already defined -- for example, account creation and software application access that may include a purchasing workflow approval, but are really in the early stages of ITIL implementation.

Knowing the Ivanti platform is a plus, but an ITIL practitioner that has worked and started as a service desk manager and now has moved on to that Business Analyst mindset side is the skiset being targeted.

Team Environment:

7,000 End Users

Interview stakeholders, about 20 in total

Teams involved - App support, Infrastructure, Ops, Service Desk.


Skill Requirements:

• Deep ITIL experience - must be ITIL practitioner and have worked on projects with service design in the service management space.

• Experience with service design and service transition (key elements)

Key Responsibilities:

• Interview service owners to help get documentation

• Work with the service desk team located in Countess, Lithuania and assist the help desk/ops/infrastructure/leads/managers to scope out deliverables to improve, build and design.

ITIL Processes, Service Management Tool, BPD - Business Process Design, BPC - Business Planning & Control, Continuous Process Improvement, Service Catalog, Detailed Documentation, Detailed Design, User Support, Automate Processes

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