Operational Change Consultant
il y a 2 jours
**Project Specification**
- **_Project Purpose: _**_The SNOWHAM project aims to streamline IT hardware asset management practice by migrating current systems to the ServiceNow platform. This migration addresses critical challenges in the existing system, including data quality issues, integration complexities, and outdated processes._
- **_Key Challenges:_**_ The project faces several challenges, including stringent timeline constraints due to business demands and regulatory deadlines and data quality issues requiring extensive cleaning and validation efforts._
- **_Project Scope and Milestones_**_: The project encompasses essential milestones such as IT item request, order form data retrieval, good reception and scanning, move, installation, inventory management, decommissioning, and asset identification updates. _These milestones will ensure a systematic and efficient transition._
- **_Synergies and Interdependencies:_**_ Effective collaboration with ITELCM operational teams, Service Desk/IT Hubs teams, and business users is vital. Coordination with DIGIT Software Asset Management initiative as well as existing legacy platform providers (DIGIT.A.2) and technology support (DIGIT.C.6) is necessary for seamless integration. Clear data governance and product ownership at the EC and non-EC level are essential for comprehensive and inclusive solutions._
- **_Recommendations: _**_To ensure the success of the HAM project, it is crucial to prioritize stakeholder alignment, streamline communication among various teams, and allocate adequate resources, both in terms of skilled personnel and budget. Addressing data quality issues collaboratively and ensuring compatibility with existing systems are paramount. Additionally, establishing clear data governance and product ownership structures will facilitate future expansions and improvements._
- _ServiceNow Hardware Asset Management project is pivotal for the IT Asset Management future practice. With strategic planning, efficient coordination, and a focus on quality, the successful migration to ServiceNow HAM will significantly enhance IT asset management capabilities, ensuring a robust and future-ready technological foundation._
**Context**:
- In the context of the EUSS (End-user Support Services) contract with the European Commission we are looking for an _**Operational Change Consultant (transitioned to Digital Operations Consultant)**_._**_ Indicative duration of the mission: From 06/01/2025 till 31/05/2025 with extension possibility every 6 months._
**Responsibilities**:
- Support Digital Operations Management: Assist in the execution of digital operations strategies and initiatives, focusing on local process optimization and performance monitoring.
- Local System Integration: Aid in the integration of digital platforms like ServiceNow with local business systems, ensuring alignment with the broader digital operations strategy set by the main location.
- Operational Reporting & Data Analysis: Gather and analyze operational data to create reports, identify trends, and provide actionable insights to support decision-making at the second location.
- Incident & Issue Monitoring: Monitor local incidents, escalate issues, and support resolution processes in alignment with global operations while minimizing disruption.
- Process Documentation & Knowledge Sharing: Maintain and update process documentation for local operations, ensuring consistency with global standards and promoting knowledge sharing across locations.
- User Support & Training: Provide training and ongoing support to local teams, ensuring effective use of ServiceNow. Assist in training new employees and existing agents based in Brussels, as needed.
- Local Compliance & Audits: Ensure that local operations comply with internal policies and external regulations, assisting with audits and ensuring accurate documentation for asset management and other digital processes.
- Collaboration with Central Teams: Work closely with the Digital Operations Manager and central teams to share feedback, address local challenges, and ensure alignment with broader digital transformation efforts.
- Continuous Improvement Support: Identify opportunities for process improvements at the local level and collaborate with Luxembourg location to implement enhancements that align with the digital strategies.
- Operational Risk: Support the identification of operational risks within local digital operations, helping to mitigate issues and ensure business continuity.
**Skills**:
- Proven experience supporting operational transitions of Hardware Asset Management (HAM) programs in ServiceNow.
- Strong understanding of ServiceNow HAM processes, including asset reconciliation and lifecycle tracking.
- Familiarity with operational workflows for hardware asset requests, maintenance, and retirements.
- Proficiency in monitoring and maintaining the ServiceNow CMDB for HAM accuracy and compliance.
- Experience in managing operational incid
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