Background:

CloudStratex (CSX) is a rapidly growing UK company that helps Enterprise clients effectively leverage next generation IT services and accelerate towards self-sufficiency. We do this by providing client-side incubation support with ready-made out-of-the box capability supported by smart, execution-focussed practitioners.  

Justification:

Increasing demand for CSX services permits us to bring on board skilled and tested people. There is an immediate opportunity for key experienced staff, known to CSX, driven to provide excellence in service and delivery, to join the organisation.

The role will be 80% billable and will require full-time customer engagement work as a Junior ITSM Consultant.  

Role Objective:

SUMMARY:

The objective of the Junior Consultant role is to support the definition, delivery and implementation of projects for CSX clients and CSX itself:

Enabling the sales process, such as:

• Engaging client stakeholders successfully and positively and being open to providing any further help they may require;
• Potentially supporting the sales team during the pre-sales process by providing analytical expertise and insight, in some cases in person with the client;

Delivering projects and programmes:

• Assist in the planning and coordination of projects.  
• Capture and definition of business requirements, and translation of requirements into operational plans.  
• IT and Business stakeholder management.  
• Contribute to the design and execution of project plans
• Contribute to the development and execution of communications and engagement plans to support engagements.  

Consulting and “Safe Hands” Management

• Provide SME expertise with regard to process, tools, organisation, governance, management reporting.
• Provide temporary support for customers in key roles as needed.

ITSM Practice General Responsibilities

• Contribute to project/ programme delivery
• Identify new business development within existing customers and new opportunities
• Stakeholder management/engagement throughout customer organisations
• Development and capture of new IP and updating the USX
• Mentoring / Managing / Development of new staff and knowledge transfer
• ITSM SME input and support for other projects as part of the CSX “virtual team”
• Embodiment and sustenance of CSX core values
• Geographic coverage is global

Employee Responsibilities

• Complete all requested administrative tasks in timely and precise manner
• Comply with and support the compliance to the standards set forth in the employee handbook.  
• Maintain continual professional development either via CSX sponsored training or through self-guided extra-curricular learning

Main Duties:

• Participate in workshops to capture process requirements and use cases
• Capture workshop output and translate to process and workflow diagrams
• Perform data analysis on ITSM data as required
• Aid in the production of documentation artefacts and presentations to support ESM engagement activities and service management processes
• Support testing activities as required
• Assist in the Early Life Support activities as required
• Manage workshop and meeting scheduling, capture minutes and actions, track and report on actions to completion
• Contribute to the production and / or delivery of training materials
• Participate in the design and production of service management reporting
• Support for governance processes and meetings
• Ensure the capture, anonymisation, and accurate storage of all CSX-generated IP
• Assist in lessons learned and the capture and execution of actions for improvement of internal processes, tools and culture
• Assist in the running of project and programmes as required by the engagement lead
• Complete all requested training and courses in a timely and dedicated manner, achieving demonstrable proficiency (e.g. ITIL Foundation)

Key Skills & Experience:

Your skills and experience include:

Must Have

• Strong desire to learn and adapt to scenarios and requirements in a fast-paced project
• A strong desire to drive change via effective project management and customer engagement
• The ability to capture information, maintain detailed logs, and assist in the coordination of actions
• Demonstrate a basic understanding of technology and business processes, especially Service Management and tools
• An aptitude for problem solving and interpersonal communication
• The ability to communicate both verbally and in written form clearly and informatively  
• The ability to define problems, collect data and establish facts in a structured way for detailed analysis
• The ability to analyse large amounts of complex information in order to reach valid and justifiable conclusions

Should Have

• Experience as a project team member, working closely with a professional project manager
• Understanding of the ‘end to end’ view of how business processes are supported by tools and applications
• Practical experience of documenting process maps using Visio or other tools
• Practical experience of at least two Service Management disciplines
  Knowledge of Microsoft Office application suite software (MS Word, Excel, PowerPoint Visio and Project)
• Knowledge of Service Management tools, ideally ServiceNow

Additional Requirements

• A year in industry or extra-curricular year out of education and an accumulation of work experience that demonstrates versatility 
• Demonstrated interest in the merge between technology and business, willing to learn technologies and understand the ecosystem behind it, including people, processes and tools 
• The ability to develop technical and business acumen 
• Any degree, as long as you can prove you have demonstrated critical thinking, interpersonal skills and the ability to pick up technical concepts 
• Practical project and time management skills and creative expertise demonstrated through personal development in and outside of education  
• Analytical and quantitative skills 
• Critical thinking skills 
• Ability to work as a team 
• Humility, and an attitude that is willing to learn like the rest of us  

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KPIs:

• TBD

GDPR Responsibility:

We have the responsibility to protect our interests, clients and staff around GDPR. You will complete training when you join which you will repeat annually. We expect you to adhere to our policies and standards regarding GDPR. Failure to comply will be a disciplinary offence.

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Reporting Line & CloudStratex Relationships:

• Manager: Haydn Morgan

Key relationships: eg:

• Roger Bennett, ESM Practice Lead
• Lisa Dunwoodie, Neville Hughes, Helen Nunn – ESM Consultants
• Victoria Page, Delivery Manager

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