Process Consultant - IT Service Management (All genders)

at  zooplus SE

COMPANY DESCRIPTION

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.
We’re on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

JOB DESCRIPTION

zooplus is seeking an experienced ITSM Process Consultant to lead and drive a series of IT Service Management (ITSM) initiatives that support our IT portfolio within our e-commerce business. The role encompasses the full scope of ITSM service delivery, including strategy development, IT Infrastructure Library (ITIL) and ITSM best practices implementation, and analysis of IT governance structures within a custom-stack DevOps environment.
The ITSM Process Consultant will develop strategies to enhance our ITSM processes, implementing ITIL standards and ITSM best practices to meet the unique needs of our business. Key responsibilities include designing and reengineering IT processes, service-level management, service desk implementations, and information lifecycle management for our engineering teams. The role requires a hands-on approach to analyze and refine IT governance, ensuring effective linkages across processes, departments, and teams to create consistent business approaches and performance improvements.
The consultant will lead cross-functional project teams in ITSM assessment studies, including ITIL, COBIT, and ISO 20000, to evaluate and improve existing practices and develop key operational measurements for process improvements. Additionally, they will prepare presentations, support policy analysis, and provide best-practice information to address operational challenges.

BASIC QUALIFICATIONS

• 5+ years of experience in ITSM strategy, governance, planning, design, or operations within a large IT organization.
• 5+ years in business process engineering and project management, balancing competing resource demands.
• Proven ability to document technical requirements based on business process recommendations.
• Demonstrated experience reengineering processes to support new technologies, including gathering key information and requirements through interviews and research.
• Knowledge of the ITIL service lifecycle and ITSM best practices.
• Proven ability to lead cross-functional teams, build relationships, and influence all levels within an organization.
• Bachelor’s degree (BA or BS) required.
• ITIL v3 or v4 Foundation certification.

ADDITIONAL QUALIFICATIONS

• Experience within Agile DevOps environments.
• Knowledge of COBIT, ISO 20000, or CMMI frameworks.
• Familiarity with technology metrics, scorecard implementation, and project management best practices.
• Strong presentation skills, with the ability to communicate effectively both orally and in writing.
• Project Management Professional (PMP) certification or equivalent experience.

• Assess current ITSM processes to identify and address gaps.
• Develop and implement ITSM processes in alignment with ITIL standards.
• Collaborate with stakeholders to align ITSM processes with broader business objectives.
• Provide guidance and training on ITSM best practices.
• Ensure compliance with industry standards and regulatory requirements.
• Monitor and report on ITSM process effectiveness.
• Facilitate continuous improvement initiatives within ITSM.