ITSM expert

Job DescriptionMISSIONSDevelop an internal expertise practice around ITSM to help the company achieve its strategic goalsEmpower our teams to leverage the best of ITSM practices so they can imagine and deliver delightful products fasterSupport our marketing activities so the company quickly gains visibility and legitimacy in the ITSM fieldMAIN ACTIVITIESITSM enablement and knowledge sharingCreate a center of excellence in leading the establishment of an ITSM practice within Elements.Develop and maintain a knowledge base of best practices, industry standards and trends around ITSM.Build and deliver training and enablement programs with comprehensive training modules on ITSM principles, tools, and best practices for internal staff.Coach and act as a mentor to our team members, offering guidance and support as they navigate complex ITSM projects.Stay ahead of trends in keeping abreast of the latest practices, tools, and technologies in ITSM (not only on our ecosystem)Accelerate Innovation program participationIdentify ideas for new products opportunities to investigate based on ITSM field experience to continuously feed our list of problem spaces to explore.Participate in innovation projects and be the voice of our customers during Learning Expedition, Design Sprints and Explore phases of our innovation programSupport the program sponsors in opportunities selection, by reviewing and analysing insights provided by product and marketing teamsMarketing and client sucessDevelop a close collaboration with the Marketing team to showcase our ITSM expertise to potential clients.Support Product Marketing Managers in their analysis of the ITSM and ESM markets, offering practical insights into field practice.Produce high-quality customer-facing content, such as white papers, thought leadership content, keynote presentations and use-casesEvangelize the use of our products and our approach to ITSM at trade shows, conferences, user groups, and other outreach opportunitiesProduct ManagementDevelop a close collaboration with the Product team to support them in their product roadmap definition and align them more closely organizations ITSM objectivesDevelop and document ITSM use-cases for our apps with the aims to showcase their value and help Product Managers identify new areas where they could be enhancedAct as an advisor to the Product team, feeding them with concrete feedback on real ITSM challenges clients encounter to help them ship solutions that strongly resonate with clients needsParticipate in client meetings and interviews to provide expert advice on ITSM strategy and implementation.TOOLSOther ITSM tools (ServiceNow, …)Preferred ExperienceEDUCATION LEVEL & DIPLOMA5 years degree in Computer Science or Information TechnologyREQUIRED EXPERIENCE5 years experience in ITSM, designing and implementing processes and tools to achieve business outcomesITIL V4 certifiedRecruitment ProcessWe believe in mutual fit, and our recruitment process is designed to let candidates and the team explore the opportunity to work together on various levels.Interview with Julie, Chief Strategy OfficerInterview with Erin, Expert ITSMTechnical assessment, asyncReview of the assessment by JulieReference check (one peer, one manager)Proposal, after consultation with the team #J-18808-Ljbffr