Process Consultant - UAE

Job Overview and Purpose

To contribute to the successful delivery of projects by providing expert guidance on process optimization and functional solutions. This involves expert guidance and support in the analysis, design, and implementation of business processes and functional solutions for clients.

Duties and Responsibilities

Q - SCAN:

• Assess as-is processes within client organizations and utilize Process Maturity Measurement tools to identify areas for improvement.
• Perform a gap assessment against ITIL4 Best Practices or ServiceNow Out of the Box processes.
• Develop process improvement strategies and roadmaps that outline the maturity journey for clients, along with key fit-for-purpose improvements for short and long-term priorities and goals.
• Conduct requirement-gathering workshops and work closely with clients to understand their business needs.
• Help develop user stories as part of the RTM/FSR or BSR for the in-scope processes.

Q - DESIGN:

• Design and implement the end-state processes and procedures that align with industry standards and best practices.
• Seek sign-off from clients and develop necessary documents such as processes, procedures, work instructions, etc.
• Develop the user guide(s) and facilitate the process of training/training the trainer and awareness programs for stakeholders.

Q - VALUE:

• Develop the Test strategy/plan along with the test scenarios and cases for the in-scope processes.
• Conduct ITSM process audits and assessments to ensure compliance with standards and best practices.
• Stay up to date with emerging ITSM trends, technologies, and best practices.

Key Measures and Targets

• 100% Chargeability (Minimum >80%) through the appraisal year.
• Ensure ZERO escalations from Project PMs, Clients, etc.
• Certifications: Complete at least two CIS (Certified Implementation Specialists) certifications per year, five Micro-Certifications per year, and one Sales/Pre-sales accreditation per month.
• Contribute to the Practice team by developing standard best practice documentation in the areas of Processes/Procedures, Test Scenarios & Cases, etc.
• Support Pre-sales/Sales Engagements by providing fit-for-purpose solutions, Demos, Walkthroughs/Presentations, etc.
• Attain customer satisfaction ratings of 4.2/5 CSAT scores on all projects by meeting individual project quality success metrics as measured by the project leader.

Education, Certifications, and Qualifications

MUST HAVE:

• Bachelor’s degree in computer science, Information Technology, or a related field.

NICE TO HAVE:

• Any certifications in business process consulting are highly advantageous, as are any relevant technical associations/certifications.
• ITIL 4 Strategic Leader (ITIL SL) certification.
• ITIL Master Certification.

Industry and Technical Skills and Experience

MUST HAVE:

• Prior experience with ITSM tools such as ServiceNow, BMC Remedy, and HP Service Manager.
• Previous track record of working with ITSM frameworks such as ITIL, COBIT, and ISO 20000.
• Exhibit a combination of management, consultancy, project delivery, and technical skills.
• Demonstrated experience in working with IT clients and driving business process consulting projects and programs for them.
• Demonstrated strong business acumen and management experience and capabilities.
• Previous experience advising and influencing key stakeholders, both internal and external, providing insights that lead to key decision-making.
• In-depth knowledge of business process consulting within the Application/Business management/IT service management space.

NICE TO HAVE:

• At least 3-5 years of experience in ITSM process design, implementation, and improvement.
• ITIL Managing Professional (MP) or ITIL Strategic Leader (SL) certification is preferred.

Knowledge

• In-depth knowledge of business process consulting within the Application/Business management/IT service management space.
• Advanced knowledge of Microsoft Office Suite – Excel, PowerPoint, etc.

Personal Attributes and Behavioral Competencies

PERSONAL ATTRIBUTES:

• Proactively propose solutions and provide resolutions when escalating to project/client leadership for final decisions.
• Able to think strategically and laterally, be innovative, and find creative solutions to client problems.
• Ability to interface and maintain effective working relationships across multiple stakeholders.
• Ability to collaborate with client executives at the operational level.

BEHAVIORAL COMPETENCIES:

• Self-motivated and proactive, with excellent time management and prioritization skills.
• Ability to manage difficult situations effectively.
• Ability to adjust to changing situations and new challenges.
• Meticulous and thorough in work, ensuring no details are overlooked.
• Work effectively with others and contribute to the team's success.
• Ability to work independently and collaboratively in a team environment.
• Ability to work under pressure, plan personal workload effectively, and delegate.