Beschreibung
For one of our clients in Hannover we're looking for a freelance IT Service Management ConsultantProject 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