Position : Process Lead
Duration : 6 months C2H
Location : Richmond VA
Job Description :
Process Lead + Configuration Manager – L3
Experience - should be 8-10 years
Do not look for candidates who has More in Project/Program Managers or Govt. Projects, Federal projects.
The process lead must own process maturity work on continual basis working closely with customer's Process Managers and Owners.
· Good Exp. on basic CMDB and change management practices
· Should own the Process Management Function from HCL side and manage the HCL Process Managers
· Should have strong understanding of ITIL Processes and must have worked as Process Manager for at least two or more ITIL Processes like Incident, Change Management,& Configuration Management. Knowledge of at least 2-3 Processes is a must e.g. Incident, Problem, Change Management, Asset & Configuration
· Responsible for Interfacing with Customer Process owner for driving improvements across all ITSM Processes
· Generate and publish process performance reports periodically, analyze the root cause of performance shortfalls against committed SLA performance targets and internally tracked KPIs to initiate improvements
· Adhere and recommend improvements for all ITIL Process related activities in the existing service management tool
· Understand various tools and organization units involved in Asset lifecycle and optimize the Asset Management process to work successfully though various tools for a complete asset lifecycle management
· Conduct an initial, complete inventory of all Equipment and Software, and related
· services provided or supported by Service Provider and deployed at Customer Service Location, remote user locations, or HCL Location.
· Enter the required information regarding the assets into a Customer-approved Asset Inventory and Management System
· Manage all CI's (based on the scope) in the customer IT Environment in accordance with the Configuration Management Process
· Responsible for maintaining the CIs, supplier, vendor related details, correct and updated.
· Responsible for maintaining accurate configuration data for the Configuration Items (Operations Documents, Equipment, Software and applications — used to provide Services to the customer.)
· Develop audit plans and conduct periodic audits. Highlight any inconsistencies in Asset and Configuration database
· Expand the functionality, scope and accuracy of the CMDB by analyzing the feedback from operations staff
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