Information Technology Operations Project @ Free zone consultancy

Job Description

Your responsibilities: 1. Automation Expertise: o Identify manual and repetitive processes suitable for automation leveraging various tools and RPA technologies. o Previous experience as an IT Service Manager / Service Delivery Manager with ITIL certification is essential for this role. 2. Self-Service Desk Enhancement: o Oversee the transition from manual processes to automation, enhancing the self-service desk functionality. 3. Testing and Implementation: o Strategize and lead comprehensive testing phases prior to the implementation of automation initiatives, including Chatbots, self-service, and workflow automation. 4. Design and Implementation: o Lead the design phase, focusing on UI/UX aspects, and drive the successful implementation of automation initiatives. 5. Chatbot Development: o Oversee the development, testing, and integration of self-service Chatbots to handle service desk tickets autonomously. 6. Chatbot Enhancement and AI Integration: o Lead enhancements. of the Chatbot functionality and incorporate Generative AI for seamless integration with multiple backend systems. 7. Microsoft Automation and API Development: o Ensure successful integration of workflows using Microsoft Automation tools such as Azure Logic Apps, Oracle HCM, and FreshService ITSM, and lead API development efforts. 8. Change Management: o Support change management efforts to transition service desk consumption from email-centric to self-service-oriented. 9. Continuous Improvement: o Drive continuous improvement initiatives across all aspects of automation, fostering innovation and efficiency gains. Your knowledge/skills, education, and experience: Skills Requirement and Qualification: 1. Educational Qualification Bachelors Degree in Information Technology, Computer Science, or related field. 2. Project Management (qualification such as PMP / PRINCE2 is a plus) 3. Proven experience and knowledge as an IT Service Manager/Service Delivery Manager, with a successful transition to project management roles. 4. ITIL certification is mandatory (v4 Foundation and ITIL Strategic Leader / Managing Profession or v3 Foundation and any Intermediate), demonstrating a deep understanding of IT service management principles (incident management, problem management, request fulfillment, change management etc.) and best practices. 5. Extensive experience leading projects related to automation initiatives, preferably within the IT service operations domain. 6. Proficiency in Microsoft technologies and tools, including PowerApps, Azure Logic Apps, Azure, Active Directory, etc. 7. Familiarity with HRIS systems, particularly Oracle HCM, and experience with Robotic Process Automation (RPA) and other automation tools. 8. Strong project management skills, with the ability to oversee multiple projects simultaneously and deliver results on time and within budget. 9. Training and Presentation Skills: Strong ability to deliver training sessions to various departments and within the IT team. Excellent presentation skills with the ability to communicate complex technical concepts to diverse audiences. 10. Communication and Stakeholder Management: Exceptional communication skills, both oral and written, with the ability to effectively engage with stakeholders at all levels. Proficient in stakeholder management, from technical teams to non-technical executives. 11. Change Management: Proven ability to drive cultural change and promote adoption of new technologies and processes. Comfortable navigating and leading through organizational change. 12. Proactivity and Team Collaboration: Self-starter with a proactive approach to problem-solving and project management. Collaborative team player with a focus on achieving shared objectives. 13. Strong analytical and problem-solving skills, with a keen attention to detail and a proactive approach to identifying and mitigating risks. 14. Team player with a cultural fit, able to work effectively within a geographically dispersed and diverse global team environment. Nice to have: Previous experience in O&G sector is desirable. In depth knowledge and experience on the implementation of automation initiatives using AI, automation tools. Previous experience on the implementation of ITSM tools such as FreshService, ServiceNow, in-house etc. from scratch. Proficiency in Microsoft Viva, Teams, SharePoint, Power Automate, and Azure Logic Apps, Active Directory & Azure. Experience in implementing and managing chatbot solutions, preferably within Microsoft Teams. Familiarity with Oracle HCM or similar HR systems. Core Competencies: Change Management - help organization implement three interconnected workstreams to achieve significant process change. Help organizations to achieve behavioral change in that users default expectation is self-service. Project accounting functions - Initial Project Plan, Budget and Forecast. Maintain Project Team Members, Project Budgets / Forecast / Plan and Project Contracts Team Project Roles and Statuses - work with senior management as well as technical leads to ensure project role definitions remain correct. Ensure that stakeholders remain informed and aware of project status. Project Approvals - Seek project approvals where necessary. Setup Project Reports and KPIs

Employement Category:

Employement Type: Full time
Industry: Others
Role Category: Production
Functional Area: Not Applicable
Role/Responsibilies: Information Technology Operations Project

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Keyskills:   Project Management Microsoft technologies Active Directory Change Management Automation Expertise IT Service Manager Service Delivery Manager ITIL certification PowerApps Azure Logic Apps HRIS systems Oracle HCM Robotic Process Automation RPA Training Presentation Skills Communication Stakeholder Management Proactivity Team Collaboration Analytical Problemsolving Skills Team player