Process Consultant

Job Overview and Purpose​​​​To work closely with senior consultants and contribute to the successful delivery of process improvement projects, support client satisfaction, and help organizations achieve operational efficiency and effectiveness.​Duties and ResponsibilitiesSupport in driving the client meetings to  gather, articulate, and document business, and functional requirements from      the relevant stakeholders, such as Process Owners, Process Managers, Service Owners, etc.Assist in developing/designing and documenting the end-state Service Management process, procedures, and work      instructions based on gap analysis carried out, as well as business and functional requirements.Develop the user stories in the  Requirement Traceability matrix, and/or Functional Requirement Specifications / Business Requirement Specifications.Articulate functional and process designs to client leadership/stakeholders and seek sign-off on the end-state process designs and RTM/FRS/BRS.Help to conduct data analysis and create reports to measure the effectiveness of process improvement initiatives.Assist in socializing the new process changes and improvements to stakeholders in ensuring successful adoption.Provide support in developing process maps, workflows, and procedures to document current processes and proposed      improvements / End-state processes.Assist in developing the Test strategy/plan to ensure the required tests are conducted (Unit Testing, Regression Testing, UAT, etc.)Collaborate with the Process Consultant  and other team members to continuously improve the company's process      improvement methodology.Assist and support continuous process improvement practice.Build excellent trust-based relationships and an impressive reputation with client stakeholders for accuracy & quality of delivery.Solving problems quickly & calmly while contributing to deliverables.Key Measures and Targets​100% chargeability (Min >80%) through the appraisal year Ensure ZERO escalations from the Project– PMs, Clients, etc. Certifications: Complete at least -1 CIS – Certified Implementation Specialists per year.5 Micro-Certification per year.5 Sales / Pre-sales accreditation per month. Attaining customer satisfaction ratings of 4.2/5 CSAT scores on all projects by meeting individual project quality success metrics as measured by the project leader​​Education, Certifications and Qualifications​​​​​MUST HAVEBachelor's degree in computer science, Information Technology, or related fieldITIL Foundation certifiedNICE TO HAVEAny certifications in business process consulting highly advantageous, or any relevant technical associations/certificationsIndustry and Technical Skills and Experience​​​​​​MUST HAVEPrior Experience with ITSM tools such as ServiceNow, BMC Remedy, and HP Service ManagerPrevious track record of working with ITSM frameworks such as ITIL, COBIT, and ISO 20000In-depth knowledge of business process consulting within the Application / Business management/IT service management spaceExcellent communication, and problem-solving skills as well as strategic thinking, and analytical skills.Exhibit a combination of management, consultancy, project delivery, and technical skillsDemonstrate a cohesive ability at interpersonal and communication skills, both verbal and written.Able to think strategically and laterally, be innovative and find creative solutions to client problems.NICE TO HAVEAt least 1-2 years of experience in ITSM process design, implementation, and improvement​Personal Attributes and Behavioral Competencies​​​​​PERSONAL ATTRIBUTESAbility to interface and maintain effective working relationships across multiple stakeholders. Ability to work independently and collaboratively in a team environment. Ability to collaborate with client executives at an operational level. Ability to work under pressure, plan personal workload effectively, and delegate. Negotiate to achieve a "win-win" outcome.BEHAVIORAL COMPETENCIESSelf-motivated and proactive, with excellent time management and prioritization skillsMeticulous and thorough in work, ensuring that no details are overlookedIs emotionally supportiveAbility to manage angerCan adjust to changing situations and new challengesWork effectively with others and contribute to the team's success.