ITSM & ITIL Specialist

GÉANT desires to contract an organisation for the ongoing provision of an ITSM & ITIL Specialist In this section relevant background information on the project is provided. GÉANT has reviewed, with our current ITSM & ITIL specialist, our current setup in relation to service desk tools and processes and are now implementing a procurement process for the purchase of a new ITSM platform. There is a continued requirement for a ITSM & ITIL specialist to complete the procurement process and support the implementation of the new platform across the organisation. Working with the Digital Services Team the specialist will support their adoption of ITSM practices and measure their success in relation to the services provided by the team. Fundamental ITIL processes are now being introduced in support of the selection of a new ticketing system that will improve SLA compliance, improve customer satisfaction and provide insight into common issues experienced by the user base. In order to continue the progress made in this ongoing transformation programme GÉANT needs an experienced contractor with experience in the delivery of service management transformation including ITSM tool design and implementation. As demonstrated by the current incumbent experience in process design and embedding in working practices, including quality assurance measures, is essential.