Service Request and Incident Management Process Definition Support Services (1)

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

DUTIES/ROLE:

·         Service Request Process Definition

ü  Define the entire lifecycle for handling service requests, from submission through resolution

ü  Establish clear categories, prioritization, and classification guidelines taking into account ITIL best practices, industry best practice and Purchaser’s specifics

ü  Integrate with existing IT systems and platforms to streamline request intake and fulfilment

ü  Establish workflows for routine service request scenarios (e.g., hardware/software requests)

ü  Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services

ü  Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution

·         Incident Management Process Definition:

ü  Design incident management processes to ensure swift detection, classification, prioritization, and resolution

ü  Develop a framework for incident escalation and communication with affected users

ü  Work with Purchaser’s stakeholders (e.g. Service Delivery Managers) to be aligned with supported IT services

ü  Collaborate with Service Engineers to ensure self-service forms capture all necessary details for effective issue resolution

·         Process Documentation and Standard Operating Procedures and Instruction (SOPs, SOIs):

ü  Provide detailed documentation of all processes, workflows, Standard Operating Procedures (SOPs) and Standard Operating Instruction (SOIs) for Service Requests and Incident Management, delivering the Service Request Definition Model (SRDM) as per Purchaser’s standard, managing NDWC’s scope as a business area (BA) and underlying service provided by other BAs

·         Integration with ITSM Tools:

ü  Evaluate and advise on the integration of Service Request and Incident Management processes with existing IT Service Management (ITSM) tools

ü  Define automation opportunities for repetitive tasks, notifications, and escalations

·         Business Requirements Analysis

ü  Engage with Purchaser’s stakeholders to gather and analyse business needs

ü  Translate requirements into structured, functional specifications for form design

·         Continuous Improvement & Maintenance

ü  Monitor the initial rollout of the new processes and make recommendations for improvement

ü  Regularly review, enhance, and optimize existing forms for improved efficiency

ü  Ensure compliance with NATO’s evolving operational and security standards

·         User Feedback & Experience Enhancement

ü  Collect insights through opinion polls, discussions, and feedback loops

ü  Implement improvements based on user experiences and operational needs