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IT Service Management Consultant - April 2019

Hannover, Niedershachsen
For one of our clients in Hannover we're looking for a freelance IT Service Management Consultant

Project description:
Enhancing the operational stability of CIT Services by analyzing the current information (e.g. Knowledge Base article) available for GSD/ 2nd Level Support Teams.

Tasks:
  • Analyzing the current Knowledge Management processes and maturity within CIT
  • Analyzing the current available Support Models / Knowledge Base article for Global ServiceDesk / 2nd Level Support teams to support CIT Services
  • Provide suggestions for enhancing the current process implementation and quality of KB article
  • Identification of potential areas to support with KB article for User Self-Service
  • Creation and maintenance of KB article
  • Creation of documentation and training material
  • Performing trainings, guidance and assistance for stakeholder (e.g. Application Manager / Service Owner)
Necessary Skills:
  • Clear understanding of the ITIL framework (min. ITIL V3 Foundation certification)
  • Proven experience in IT Service Management
  • Understanding of Cloud models like SaaS, PaaS, IaaS
  • Good knowledge of ITSM tools (ServiceNow preferred)
  • Basic understanding of Application Support, Project Management methods (e.g. Agile)
  • Basic technology understanding SAP IS-U / ERP / HANA
  • Having a proactive analytical approach
  • Strong focus on independent working and results
  • Strong communication and presentation skills verbal and written (German/English)
  • Ability to prepare summaries for mid- and top-management
Start: ASAP
Location: Hannover (24 hours/week onsite, 16 hours/week remote)
Duration: 11+ months
Project language: English and German
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