- Collaborate with cross-functional teams in Corporate Facilities and DD&IT to analyze current incident management practices and identify areas for improvement.
- Design and implement efficient incident and major incident management processes aligned with ITIL best practices.
- Define roles and responsibilities for incident management team members and stakeholders.
- Develop and conduct training sessions to educate team members on the newly established incident management processes, including ServiceNow.
- Establish key performance indicators (KPIs) and metrics to measure the effectiveness of incident management activities.
- In-depth expertise in the latest ITIL 4 framework incident management framework and best practices.
- Proven experience in designing and implementing incident management processes within an IT environment.
- Strong understanding of IT service management principles and their application to incident management.
- Certification in minimum ITIL 4 Foundation is highly preferred.
- Experience in leading and facilitating workshops and training sessions related to ITIL incident management.
- Familiarity with ServiceNow for incident tracking and reporting.
- Proven track record of successfully implementing incident management processes in complex organizational environments.
ITIL Incident Management Consultant - Copenhagen, Danmark - emagine Consulting
Beskrivelse
emagine is looking for an ITIL Incident Management Consultant for a client in the pharmaceutical industry.
Job Description
We are seeking an ITIL Incident Management Consultant to provide expertise in facilitating the creation of incident and major incident management processes for our team. The consultant will be responsible for developing comprehensive incident and major incident management procedures, defining roles and responsibilities, and providing training to team members on the established processes. The deliverables for this role include the creation of documented incident management procedures, defined roles and responsibilities, and provision of training sessions using ServiceNow.
This consultant will be expected to deliver detailed incident management processes, clearly outlined roles and responsibilities, and conduct training sessions to ensure the team is well-equipped to handle incidents effectively. Additionally, they will need to provide documentation and materials related to the training sessions, aligning with ServiceNow for seamless transition and execution.
Key Responsibilities:
Qualifications
Must-have competencies:
Start : Mid May
Duration : 2,5 months
Allocation : Fulltime, time & material
Location : Bagsværd, hybrid (3 days onsite & 2 days remote)