ITIL Process Consultant

1 month ago

Bengaluru, India GLAXOSMITHKLINE ASIA PVT. LTD Full time

We're Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we're improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands - including Sensodyne, Panadol, Advil, Voltaren, Theraflu, Otrivin, and Centrum - through a unique combination of deep human understanding and trusted science. What's more, we're achieving it in a company that we're in control of. In an environment that we're co-creating. And a culture that's uniquely ours. Care to join us. It isn't a question.

With category leading brands such as Sensodyne, Voltaren and Centrum, built on trusted science and human understanding, and combined with our passion, knowledge, and expertise, we're uniquely placed to do this and to grow a strong, successful business.

This is an exciting time to join us and help shape the future. It's an opportunity to be part of something special.

About the role :

The SIAM (Service Integration & Management) ITIL Process consultant reports to the Head of SIAM in our Enterprise Service Management & Operations (ESMO) function of Haleon's CTO Organization.

This critical role leads on the roadmap definition, delivery, and effectiveness of ITIL processes (ITIL 4 aligned) with special attention on Tech Self-Service landscape (Service Portal, Request Catalog, Knowledge Base, Virtual Agent, Custom Applications). The role is based in our Haleon offices in Bengaluru with flexible working.

Key responsibilities :

- Perform planning, design and implementation of ITIL 4 /ITSM processes for Haleon in a multi-vendor scenario.

- Analyze and identify recommendations for enhancements based on ITIL 4 /ITSM best practices.

- Analyze and use strategies and reengineering approaches that ensure linkage among processes to deliver measurable outcome for the deployed processes.

- Define and document Request Management and Knowledge Management - Procedures (SOPs), including SLAs, KPIs and Management Monitoring.

- Drive Request Catalog standardization in terms of the Catalog Items themselves, Approval flows and backend fulfilment processes (manual and automated).

- Drive the optimization of the end-user experience of incident resolution and request fulfillment through simplicity, standardization and automation, with responsibility for the CTO Operations Automation Squad.

- Drive the optimisation of the Knowledge Base, with all, but only, value-add articles with consistent style and language and maintained for accuracy.

- Relentless drive to increase Self-Service effectiveness (via improved quality, reduced cycle times and reduced cost) with reduced contacts to the Service Desk, with Chat preferred where still required.

- Lead the optimisation of search effectiveness within the Portal and the Chatbot.

- Evaluate and introduce the emerging Generative AI capabilities for creating/maintaining Knowledge Articles and summarizing chatbot and agent conversations where Incidents need to be created and referred to L2/L3 teams.

- Identify opportunities for cost effective, relatively simple, custom applications and drive their delivery exploiting the ServiceNow App Engine capability.

- Provide management and technical reporting as required.

Qualifications and skills :

Essential :

- ITIL Intermediate is a must, ITIL Expert is preferred.

- Coordination, negotiation, and persuasion skills

- Strong oral and written communication skills with the ability to communicate technical information in non-technical language

- Organizational and time management skills

- Experience in delivery and/or running effective Tech Self-Service capabilities in a medium-large size corporate environment (20k plus employees across multiple geographies).

- In-depth experience of a broad range of industry leading tools, e.g., ServiceNow, Active Directory, Azure AD, Azure Cloud, SailPoint, CyberArk, Microsoft 365 etc.

- Strong industry knowledge of ITIL standards and driving execution of ITIL processes aligned with a SIAM framework.

- Degree level qualification in a related subject.

Preferred :

- Proven track record in delivery of complex capabilities presented to business users in a clean and simple way.

- Track record in User Interface (UI) Experience design.

- Proven track record as working as part of, or as a customer, of a Managed Service Partner for all DevOps functions.

- Experience of a lead IT role in a highly regulated industry

Diversity, Equity, and Inclusion :

At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone.

We're striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives.

We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.

(ref:hirist.tech)

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