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IT Service Management – Senior

The opportunity
You'll lead a tight-knit team in a rapidly growing area of the IT Service Management business. It's a high-profile role, in which you'll have plenty of opportunities to showcase your ability to not only motivate and develop your team but establish and maintain new customer relationships.

You will work closely with the EY Technology Strategy and Transformation leadership to grow the practice in MENA. You will involve and lead, as required, in

• EY’s Go-To-Market activities.
• Solutions design and implementation
• Proposal development and client presentations.
• Delivery across the full lifecycle of service strategy, design, transition, operations, and continual improvement, targeting organizations across all domains and sectors.

Key responsibilities

• Act as a technical support lead across all aspects of IT Service Management project, solution delivery and tool implementation/setup
• Be a point of contact during technical escalations/upgrades
• Hands-on on IT Service Management (ITSM) process implementation, tool configuration along with understanding the connectivity to IT Operations Management (ITOM) and IT Asset Management (ITAM) processes.
• Lead/co-lead client design sessions, facilitating requirements workshops and interacting with functional and/or business process area subject matter resources.
• Actively look for opportunities to build and grow the competency.
• Participate in key external events and meetings — client meetings, presentations, and roundtable etc.
• Build and leverage personal external networks and relationships.
• Participate in and/or lead the core account(s) most strategic pursuits.
• Work with the MENA leadership team to develop a market execution plan for ITSM/ SNOW offerings.
• Own and initiate select key relationships in the market.
• Bring in industry thought leadership, best practices, and engage with EY’s alliances with vendors, and other global and local partners of EY and customers Provide insights and recommendations on how IT Service Management tools (ServiceNow, JIRA, Manage Engine etc.,) aligns with and can support specific business objectives.
• Support project and agile scrum management activities.
• Involve in/handon application and workflow design, configuration, and testing.
• Develop client-specific reporting processes and integration components.
• Provide trusted advice on how digital transformation and technology enablement can lead to improved performance.

Qualifications & Skill sets

• A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering, or similar discipline; supported by experience in a similar technical environment.
• 5-7 years of ITSM Tool (ServiceNow / JIRA / Manage Engine, BMC Remedy etc.,) design and implementation project experience. Ideally you will have one of these certifications:
  • ServiceNow Certified System Administrator
  • ServiceNow Certified Implementation Specialist – ITSM
  • ServiceNow Certified Implementation Specialist – Discovery
  • ServiceNow Certified Implementation Specialist – Event Management
  • ServiceNow Certified Implementation Specialist – Service Mapping
  • ServiceNow Certified Implementation Specialist – Software Asset Management
• Experience and knowledge in implementing and migrating service management platforms, on both Cloud and On-premise hosting, and integrating with other enterprise and 3rd party systems, including governmental systems.
• ITIL v4 foundation certification
• Deep knowledge in IT Services functions, and one or more of any other business functions such as HR, Finance, Customer or Risk.
• Experience on process re-engineering and process assessment
• Experience leading teams and supervising others, preferably in MENA region.
• A customer-focused approach to work, and the ability to translate often-complex requirements into decisive digital platform strategies.
• The confidence to build lasting relationships and influence senior colleagues and clients from a wide range of backgrounds.
• Should be able to travel to Middle East and North Africa (MENA) to meet client needs and project delivery on short notice.

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