Service Management Office ITIL Business Consultant
Vancouver, British Columbia, CA
Description
Do you want to be part of a transformational journey and enable strategic decisions that will shape the future of the BCX business?
Join our team
TELUS Business Customer Experience (BCX) team has embarked on a transformational journey to standardize and simplify the experience of our team members and customers. As part of the BCX Service Management Office (SMO), you will drive ITIL standards with scalable processes on a simplified toolset to achieve a lower cost, higher quality team member and customer experience.
We are seeking a forward thinking individual who can help us build and tell this story of improvement.
What you’ll do in this role
As a key member of the Service Management Office, you will be utilizing your ITIL, ITSM and ServiceNow experience to design, build and govern ITSM processes for Day 2. You’ll collaborate daily with other Service Management Office team members and business stakeholders to understand and solve the challenges with systems and processes. You’ll help validate new ways of doing things and provide guidance and governance to be used at an executive level.
Your ability to thrive in a dynamic and sometimes ambiguous environment will make you a perfect fit in our high performance team.
Key Responsibilities
- Quickly gain awareness of the business priorities, objectives and business drivers
- Understand and communicate how an ITIL approach enables business objectives to be met
- Drive awareness of what ITIL can deliver in the form of business capabilities
- Understand and communicate best practices, policies and procedures to ensure adherence
- Provide guidance and suggest enhancements to both Day 2 process and ServiceNow
- Collaborate with others and to obtain alignment on your analysis for best practise
- Provide monthly updates concerning the performance of the processes
- Build and manage a network of various internal stakeholders and partners
Qualifications
What you bring to the role
- Ability to work independently with minimal supervision
- High standard of performance
- Excellent communication skills
- ITIL & ITSM experience with Day 2 practice areas
- Able to organize, interpret and summarize data, identifying trends and patterns to inform strategy, and drive best practice
- A collaborative and approachable style
- Ability to use data to tell a story of improvement
- Strong interpersonal skills with the ability to foster good working relationships at multiple organizational levels
- Detail oriented, yet able to stand back and appreciate the big picture
- A willingness to learn ServiceNow
- You see obstacles as opportunities
Great-to-haves
- Meaningful experience in a similar role (Business Analyst or Business Consultant)
- Experience with Business Analysis, Process Management or Performance Analysis
- Experience with executive level content creation
- ITIL 4 Certification
- Awareness of ServiceNow and ScienceLogic
- French language skills