Service Matter Expert in IT Service Management

Context

The ITSM SME will support the ITSM PM during the roll-out of the ITIL/ITSM processes will be the reference point regarding ITSM related tools for the TD-RUN and Themis members.

Key responsibilities

• Be or become a the subject matter expert (SME) on Ivanti platform.
• Be able to manage & oversee the deployment, installation, integration and use of the Ivanti tool suite.
• Make sure that the knowledge & use of the Ivanti tool suite is widely spread and anchored within TD according to the target operating model and thus intrinsically ensuring durable adoption and practice of knowledge and best practices.
• Making sure that the tool remains coherent and its use according to vendors best practices.
• Be able to manage & oversee the deployment, installation, use of the other new tools required within the Themis program.
• Be able to propose solutions integrating aforementioned Themis program needs with operational needs.
• Be able to qualify solutions as per their TCO and quantify the maintainability and cost before implementation.
• Be a the subject matter expert (SME) on ITIL processes that are linked/referred in the Themis program.
• Together the ITSM PM facilitate & oversee the deployment of the ITIL/process in the other Themis streams (obsolescence, vulnerability, access, security).
• Together the ITSM PM facilitate & oversee the deployment of the ITIL/processes across the TD department that are not a part/included of one of the other streams. (f.e. incident, problem, change & release mgt).

Functional relations

• As the ITSM SME you are a part of the ITSM project stream.
• Linking & working with the different Themis project-leaders and team members.
• You report to the ITSM PM
• Linking & liaising with the TD-department heads
• Linking & liaising with the related external providers/suppliers

Profile

• Language : must have mother tongue Dutch or French + good communication in the other national language + good knowledge of English
• O365 tool suite
• ITSM tool
  • Preferred: Ivanti Suite (full or partial)
  • Other: ServiceNow/ManagEngine
• Willing to learn new tools
• Specific experience and knowledge
• Have deployed at least 1 ITIL project
• Have Service mgt skills (preferably leader)
• Have insight/feeling for IT infrastructure & operations
• Be a change enabler

Professional Trainings & Certifications

• ITIL foundation (V3 or V4) or ITSM
• Deployed I&O tool 
• USM or SIAM knowledge

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