Responsabilities:
Responsable de analizar, estandarizar y diseñar los procesos de gestión de servicios de TI a nivel corporativo, mediante el levantamiento del estado actual (As-Is), identificación de brechas y definición de un modelo objetivo (To-Be) basado en mejores prácticas como ITIL. Lidera iniciativas de transformación ITSM para la unificación de procesos entre múltiples empresas del grupo, asegurando su posterior implementación en herramientas ITSM y la correcta transición operativa.

Activities:
Levantar procesos ITSM actuales (As-Is) en distintas empresas/unidades del grupo
Identificar variaciones, duplicidades y desviaciones entre procesos existentes
Realizar análisis de brechas (gap analysis) frente a mejores prácticas (ITIL)
Definir modelo objetivo (To-Be) estandarizado a nivel corporativo
Diseñar flujos de procesos unificados (incidentes, cambios, problemas, solicitudes)
Definir roles, responsabilidades y modelo de gobierno (RACI)
Alinear procesos con herramientas ITSM target como ServiceNow o Jira Service Management
Definir estrategia de transición y adopción (rollout progresivo)
Gestionar convivencia temporal entre herramientas y procesos legacy y nuevos
Identificar dependencias técnicas y organizacionales para la implementación
Documentar procesos, políticas y estándares corporativos
Facilitar workshops con stakeholders (TI y negocio)
Apoyar la definición de métricas y modelo de medición (KPIs / SLAs)
Asegurar alineación con compliance y auditoría
 

Skills:
Frameworks:
ITIL (enfoque práctico en diseño y estandarización de procesos)

Consultoría ITSM:
Levantamiento de procesos (As-Is)
Análisis de brechas (gap analysis)
Diseño de procesos objetivo (To-Be)
Estandarización de procesos multiempresa
Definición de modelo operativo (roles, RACI)

Herramientas ITSM:
Experiencia con ServiceNow y/o Jira Service Management
Mapeo proceso ↔ herramienta
Implementación y migración entre plataformas

Bogota

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