IT Service Excellence - ITIL - ServiceNow- Manager+
Accenture - Reston, VA

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Organization: Technology Growth Platform

Location: Location Negotiable

Travel: 100% (Monday - Friday)

Technology Growth Platform (TGP) offers a full range of global delivery services-including enterprise solutions, system integration, technical architectures, business intelligence, infrastructure consulting, and technology research/development.

Our TGP consultants can expect to:
work with cutting edge technology

deliver high-quality solutions across multiple industries

work on a variety of projects ranging in both size and scope

receive continuous training

gain rapid career progression

IT Strategy, Infrastructure and Security (ISIS) falls within the TGP organization and provides services aimed at improving the strategic intent, transforming economics and effectiveness, and the overall design, of a company's information technology capabilities and/or functions. Information technology capabilities include IT planning and management, IT processes and approaches, and IT assets that provide the operational components necessary to run applications.

Job Description:
ISIS professionals are responsible for delivering technology innovation and providing the backbone of our systems integration business. Accenture Service Excellence professionals focus on core IT Service Management / ITIL functions including but not limited to areas such as problem management, service desk, change management, release management, configuration management, portfolio management, service level management and operations gap assessments. They will focus on all aspects of IT Operations including assessment and process development for ITIL's IT Service Management, covering all phases of work from RFP development, and initial assessment/diagnostic through to process design, organization design and implementation.

Key Responsibilities may include:
Candidates will demonstrate deep skills in areas of process modeling, process simulation, process architecture and organizational design. The individual should also demonstrate business effectiveness skills such as establishing roadmaps for deploying processes for maintaining optimal IT service.

This position will vary in the scope of project responsibilities; however generally this position will focus on designing and delivering process solutions such as but not limited to all of the key ITIL Service Management areas. The candidate should have a foundation understanding of ITIL V3, Service Now experience.

During client engagements responsibilities include assistance in scoping, pricing and identifying resources supporting the Accenture Senior Manager and account teams. Additionally, this individual will be expected to support the day to day relationship between the project team and senior client executives.

Duties may include:
Design of process architectures

Design of operational organizational structures

Design approach for the Human Performance aspects of an overall implementation effort

Lead process design projects

Candidate should demonstrate experience and leadership in the following areas:

Designing and implementing ITIL and Operational processes

Implementing the Human Performance elements of solutions that deliver client value

Assist in the designing of support process architectures for critical business systems

Experience in project management and detailed planning

Program and Project Leadership

Leadership skills in both technical and process oriented initiatives

Generating detailed documentation

This position requires the candidate to work closely with internal Accenture partners to ensure offerings content is current and to identify additional opportunities. As part of this relationship building, the selected candidate will be responsible for building awareness of the key Process Excellence skills and their associated offerings to the Service Lines and Operating Groups in Accenture.


Basic Qualifications:
Minimum of 5 years experience with ITIL oriented (operational or service management) processes.

Minimum of a Bachelor's degree

Minimum of 2 years experience with Service Now

Preferred Skills:
Minimum of 5 years experience in enablement of solutions for Operational Readiness and Capability Delivery (i.e. infrastructure/ application testing and deployment).

Minimum of 5 years experience in translating process models into IT operational tools based on support of business functions.

Experience in one or more of the following areas:
Process and organizational enablement for IT Services and Operations

Service Desk design and deployment

Total Cost of Ownership (TCO) for deployment of IT Service enabling tools

Process enablement based on Capacity Modeling & Planning

High Availability Planning

Understanding of Change Management, Configuration Management, and Release Management

Ability to utilize PowerPoint in proposal development

Ability to produce documentation utilizing the MS Office Suite

Broad understanding of ITIL V3 and its components

Nice to Have Skills:
Supporting Service Management tool suites including HP, BMC Remedy and CA

Customer Relationship Management

Professional Skills Requirements:
Strong oral and written communications skills

Supervisory experience working with a diverse internal and client teams

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Applicants for employment in the U.S. must possess work authorization which does not require now or in the future sponsorship by the employer for a visa.

Accenture is an Equal Opportunity Employer.

Accenture - 24 months ago - save job - block
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