ITSM Consultant - CM (2024)

Educational Qualification
Bachelors degree in Engineering / Computer Science or related fields
ITIL 3 foundation certification
ITIL 3 Practitioner certification
ITIL 3 Intermediate certifications
ITIL 4 foundation certification

Required Professional Qualifications/Skills
10 years of experience with Capacity management
Ability to use ITSM tools BMC-Remedy and Helix
Ability to balance multiple concurrent activities and manage time efficiently.
Possession of excellent oral and written communication skills
Quality assurance and quality control
Experienced in using Microsoft Office, MS Visio, and MS PowerPoint

Job Purpose 

Assess the current process/procedure to identify improvement opportunities.

Assess, produce, and maintain an appropriate Capacity Plan, which reflects IT and business  current and future needs.

Review and understand the business and IT demands against the current IT capabilities and  produce forecasts for future requirements.

Review and negotiate OLAs/SLAs and provide feedback on all capacity requirements.

Monitor services and CI utilization patterns to ensure that sufficient capacity is available when required.

Review and define capacity related thresholds.

Test the capacity related thresholds configuration.

Revise and update Capacity related change predefined tasks

Review Capacity related incident and work with PM manager to identify a permanent solution.

Monitoring, measuring, and reporting on the effectiveness of the process to senior management.

Undertake tuning activities to ensure the most efficient use of existing IT resources capacity.

Ensuring consistent execution of the process across the organization

Provide support in managing other ITSM processes when required