ITSM Transition Specialist

Job Description

Responsibilities:

Lead the planning and execution of ITSM system transitions, including project planning, stakeholder engagement, and risk management.
Develop and maintain project schedules, budgets, and resource plans.
Work collaboratively with other IT teams to ensure that IT services are transitioned effectively and efficiently.
Develop and maintain transition plans, including communication plans, training plans, and post-transition support plans.
Work with stakeholders to develop fully documented business and service management processes aligned to ITIL best practice
Analyze data and metrics to identify trends and areas for service improvement during transitions.
Monitor service levels during transitions to ensure that all SLAs are met or exceeded.
Provide guidance and support to other IT teams on ITSM processes and procedures during transitions.
Utilize process mapping methodologies and tools to design, analyze, and improve ITSM processes.
Maintain a thorough understanding of industry best practices and emerging trends in ITSM transitions.
Required Skills/Knowledge:

Demonstrated experience acting as the liaison between business and IT stakeholders with communication skills to speak appropriately to both parties (translating technology to the business and vice versa)
Experience in full life-cycle project development including requirements, design, development, testing and roll-out
Demonstrated experience in analyzing a business issue and developing a future state recommendation
Strong Project Management skills; expert in organizing, planning and executing large-scale projects from start through implementation;
Ability to analyze project needs and determine resources needed to meet objectives
Excellent communication, organizational, leadership, time management, and solution-oriented skills
Highly developed skills in using MS Office Suite applications including:
Project
Visio
Understand and Create Process Flows (Swim lanes, flowcharts)
Understand and Create Technical Diagrams
Excel
Import from different sources of data
Data Analysis using charts, pivot tables, filters and rules
Knowledge of basic to advanced Excel functions
Ability to set agendas and facilitate meetings, while focusing in on critical path discussion topics and necessary decisions
Strong negotiation ability and attention to detail
Strong understanding of Transition Management principles, procedures and best practices
Strong customer focus and ability to manage customer expectations
Excellent oral and written communication skills, as well as the ability to present and explain technical and business information to executive stakeholders
Strong teamwork and interpersonal skills
Worked with customers to develop solutions to complex business problems
Experience working with vendors
Multi-tasking and time-management skills, with the ability to prioritize tasks.
Highly organized and detail-oriented.
Excellent analytical and problem-solving skills
Ability to work independently with little supervision
Ability to work in a virtual team which may work across distance (remote), cultures and time zones, in a matrix with multiple reporting lines
Ability to travel up to 50% (no travel during COVID)
5-8 years of progressive broad-based information technology and business experience
A Bachelor’s degree in Computer Science, Business Administration, Engineering or related discipline with an information technology focus (Master’s degree highly desirable)
External project management certification such as PMP from PMI or other project management certification is preferred