Coach Itsm H/F Apside

Canada

CDD

Offre d’une ESN -

Offre d’une ESN

Cette offre est publiée par une ESN. Il ne s'agit pas de l'entreprise dans laquelle vous travaillerez au quotidien.

Résumé de l'offre

🏠 Télétravail partiel
Bac +2
Bac +3, Bac +4
Bac +5
Secteur informatique • ESN
Exp. 1 à 7 ans

Communication interne, Partage, Proximité, Événements, Relais de communication, Réseaux d’Experts… Apside, une communauté d’intérêts et de valeurs !

Détail du poste

Location : Remote
Work Hours : Part-time (Approximately 20 hours per week)
Language Requirement : Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities :
- Provide expert coaching to clients on Incident Management and Request Management best practices.
- Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.
- Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.
- Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.
- Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.
- Align coaching with ITIL v4 principles and industry best practices.
- Deliver structured coaching sessions remotely (approximately 20 hours per week).

Le profil recherché

Required Qualifications & Experience :
- Extensive experience in Incident Management and Request Management within a Service Desk environment.
- Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.
- Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.
- Experience in guiding, coaching, and mentoring clients or teams.
- Ability to work independently in a remote setting, managing client expectations and delivering effective training.
- Excellent communication skills in English to articulate complex ITSM concepts clearly.

Preferred Qualifications :
- ITIL v4 certification.
- Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.
- Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you !