Consultant with ITSM Knowledge and OT/IT Experience

🌍 Remote work: : 3 days/week onsite (Poznań or Warsaw).

⏰ Start: ASAP / Flexible.

💰 Rate: B2B – we are open for your financial expectations.

💻 Project length: 12 months + prolongations.

📕 Project language: English.

⚙️ Industry: Manufacturing.

The consultants will support a 'service transition lead' within the team, focusing on integrating new developments into various support teams, including external vendors and IT/OT departments.

Main Responsibilities:

• Support the end-to-end transition of new IT/OT services into operational support.
• Assist in defining and documenting service transition plans.
• Conduct service readiness assessments before go-live.
• Establish SLAs, OLAs, and RACI agreements with teams and vendors.
• Ensure training, documentation, and knowledge transfer for support teams.
• Maintain governance over workflows and escalation procedures.
• Act as first contact for service-related incidents and requests.
• Triage, diagnose, and escalate service issues as needed.
• Collaborate with ITSM teams to follow ITIL processes for incidents.
• Support root cause analysis for continuous improvement.
• Contribute to harmonizing support processes across IT/OT teams.
• Assist in developing monitoring and alerting strategies for services.
• Identify automation opportunities for service requests and incident handling.
• Provide ongoing technical expertise to enhance service reliability.

Key Requirements:

• Experience in service transition or IT service management (ITSM).
• Understanding of IT/OT environments and automation technologies.
• Experience with incident and service request management in industrial settings.
• Familiarity with ITIL best practices.
• Strong analytical and troubleshooting skills for IT/OT incidents.
• Strong collaboration skills in a cross-functional environment.
• Experience with ITSM tools.

Nice to Have:

• ITIL v3 or v4 Foundation certification.
• Knowledge of cybersecurity practices related to IT/OT integration.
• Experience in a manufacturing environment.

Other Details:

This position requires a blend of on-site and remote work, contributing to a significant manufacturing project with potential for contract extension.