ITSM Incident & Problem Management Consultant

The largest independent pan-Asian life insurance company is seeking an ITSM Incident & Problem Management Consultant. This company strives to make a significant positive impact on communities across Asia and collaborate with other project teams to brainstorm the best ways to discuss complex technological infrastructure, development, securement, or security problems encountered.

About the ITSM Incident & Problem Management Consultant Role:
The ITSM Incident & Problem Management Consultant will lead the overall IT incident and problem processes under the IT service management for the local business unit in conjunction with various local business departments, IT production support, and governance teams, and ensures proper observance of incidents and problem management practices to support IT and business objectives.

Key Responsibilities:

• Acts as the overall process owner accountable for the overall quality of the IT knowledge management process and oversee the management of and compliance with the procedures, policies, standards, and technologies associated with the process
• Establish the IT knowledge management process to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organisation
• Design the IT knowledge management process to conform to best practices and meet the needs and standards of the organisation
• Monitor and review the execution of the knowledge management process, ensuring it remains consistent with the organisation's current culture and ITSM strategy
• Act as the overall process owner accountable for the overall quality of the IT configuration management process and oversee the management of and compliance with the procedures, policies, standards, and technologies associated with the process

The successful ITSM Incident & Problem Management Consultant must know how to establish IT configuration management process to ensure that accurate and reliable information about the configuration of services and the configuration items (CIs) that support them is available when and where it is needed and designs the IT configuration management process to conform to best practices and meet the needs and standards of the organisation.

Key Requirements:

• Bachelor’s degree in information technology, engineering, or a similar field
• Minimum of five years of experience working in IT service management or IT operations, including new ways of working such as DevOps/DevSecOps
• Trained and experienced in IT operations following the ITIL framework, specifically in knowledge and/or service asset and configuration management
• Trained and experienced in using ITSM tools (ServiceNow)
• Understanding of new IT architectures such as cloud computing is preferred
• ITILv3 or ITIL4 foundations certification is preferred
• Self-starter, with the ability to ideate, plan, and execute ITSM-related initiatives to support new ways of working
• Must be willing to work on a hybrid setup (80% to 100% working onsite)

The company’s commitment is reinforced by its mission to help millions of people’s lives by enabling and empowering people to understand their goals and manage their health.

If you are driven, determined, and want to take the next step in your career, this is the role for you. Great career progression opportunities await the right person in this exciting ITSM Incident & Problem Management Consultant job.

Apply today for this exciting opportunity.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.