Operational Readiness Consultant - Dallas, Des Moines

Operational Readiness

Job Summary:

The Operational Readiness Consultant is responsible for ensuring the IT Service Desk is fully prepared to support new products, migrations, and other product onboarding activities. This role acts as an implementation coordinator and manage onboarding projects, working closely with product owners, support partners, and project teams to preserve and enhance support capabilities. The Operational Readiness Consultant ensures that the service desk is equipped with the necessary training materials, knowledge articles, and self-help resources to effectively support new products and minimize support volumes.

Key Responsibilities:

• Operational Readiness Planning:
  
  
  
  
  
  
  • Develop and execute operational readiness plans to prepare the IT Service Desk for new product support, migrations, and other onboarding activities.
    
    
    
    
  
  
  
  • Collaborate with product owners, support partners, and project teams to understand the impact of new products and ensure support requirements are met.
  
  
  
  

• Implementation Coordination:
  
  
  
  
  
  
  • Act as the primary liaison between the IT Service Desk and project teams, coordinating the implementation of new products and migrations.
    
    
    
    
  
  
  
  • Ensure that all operational aspects of new product support are addressed, including staffing, tools, and process adjustments.
  
  
  
  

• Training and Knowledge Management:
  
  
  
  
  
  
  • Secure and coordinate the delivery of training materials to enable the IT Service Desk to effectively support new products.
    
    
    
    
  
  
  
  • Collect and develop knowledge articles for agent training and self-help resources for end-users.
    
    
    
    
  
  
  
  • Work with subject matter experts to ensure knowledge articles are accurate, comprehensive, and UpToDate.
  
  
  
  

• Support Preservation:
  
  
  
  
  
  
  • 
    
    
    
    • Identify potential risks and challenges associated with new product support and develop strategies to mitigate them.
    
    
    
    
  
  
  
  • Work with the IT Service Desk team to implement processes that preserve and enhance support capabilities during and after product onboarding.
  
  
  
  

• Stakeholder Collaboration:
  
  
  
  
  
  
  • Engage with product owners, support partners, and other stakeholders to ensure alignment on support expectations and deliverables.
    
    
    
    
  
  
  
  • Facilitate meetings and workshops to address operational readiness issues and ensure smooth transitions.
  
  
  
  

• Volume Reduction Initiatives:
  
  
  
  
  
  
  • Analyze potential support volumes associated with new products and work proactively to reduce these volumes through training, knowledge sharing, and process improvements.
    
    
    
    
  
  
  
  • Implement self-service options and automation to minimize the impact on the IT Service Desk.
  
  
  
  

• Continuous Improvement:
  
  
  
  
  
  
  • Identify opportunities to improve the operational readiness process, including tools, methodologies, and communication practices.
    
    
    
    
  
  
  
  • Provide feedback to product teams on how to enhance product designs to reduce support requirements.
  
  
  
  

Job Requirements:

Education and Experience:

Bachelor's degree in Information Technology, Business Administration, or a related field.

3-5 years of experience in IT service management, project management, or a similar role.

Experience in a service desk environment is highly desirable.

Technical Skills:

strong project management skills with experience in coordinating complex implementations.

Proficiency in ITSM tools and project management software such as ServiceNow, Jira, or similar platforms.

Knowledge of ITIL processes, with ITIL Foundation certification preferred.

Soft Skills:

Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.

strong organizational and multitasking abilities, with a focus on meeting deadlines.

Problem solving mindset with the ability to anticipate issues and develop proactive solutions.

Additional Requirements:

Experience in developing training materials and knowledge management resources.

Understanding of IT infrastructure, applications, and related technologies.

Demonstrated ability to manage multiple stakeholders and align objectives.

Experience managing Operations Readiness for Enterprise IT Service Desk

Ability to handle all aspect of Operations Readiness from Intake, Discovery, Acceptance, Prioritization, execution, and closure.

Excellent communication skill to articulate to key stakeholders and set expectations.

Capable of setting right expectations with team and with stakeholders/Product owners.

Should be aware when to accept Operations readiness initiatives and when to turn it over to Operations.

Hands on experience in conducting details discovery session with product owners to prepare for Ops readiness.

Experience in requirement gathering, driving operations initiatives.

Extensive experience in Preparing presentations materials, MS office suite, Excel, Visio workflows.

Excellent technical skills, specifically in the End user computing space, ServiceNow, Jira, Confluence

Extensive experience in Product taxonomy, Agile methodologies, ways of working- gathering requirements, stories writing, Jira intake management.

ITIL Foundation Certified

Cloud Foundation certified.

Preferred Qualifications:

ITIL Practitioner or Intermediate certification.

Project Management Professional (PMP) or similar certification.

Experience in largescale IT environments, particularly with product migrations and onboarding.

Working Conditions:

Fulltime position with potential for occasional extended hours during critical implementation periods.

May involve some travel to meet with project teams and stakeholders.

This job description outlines the key responsibilities and requirements for the Operational Readiness Consultant role. The ideal candidate will have a strong background in IT service management and project coordination, with a focus on preparing the service desk for new challenges while ensuring minimal disruption to operations.

Operational Readiness

Job Summary:

The Operational Readiness Consultant is responsible for ensuring the IT Service Desk is fully prepared to support new products, migrations, and other product onboarding activities. This role acts as an implementation coordinator and manage onboarding projects, working closely with product owners, support partners, and project teams to preserve and enhance support capabilities. The Operational Readiness Consultant ensures that the service desk is equipped with the necessary training materials, knowledge articles, and self-help resources to effectively support new products and minimize support volumes.

Key Responsibilities:

• Operational Readiness Planning:
  
  
  
  
  
  
  • Develop and execute operational readiness plans to prepare the IT Service Desk for new product support, migrations, and other onboarding activities.
    
    
    
    
  
  
  
  • Collaborate with product owners, support partners, and project teams to understand the impact of new products and ensure support requirements are met.
  
  
  
  

• Implementation Coordination:
  
  
  
  
  
  
  • Act as the primary liaison between the IT Service Desk and project teams, coordinating the implementation of new products and migrations.
    
    
    
    
  
  
  
  • Ensure that all operational aspects of new product support are addressed, including staffing, tools, and process adjustments.
  
  
  
  

• Training and Knowledge Management:
  
  
  
  
  
  
  • Secure and coordinate the delivery of training materials to enable the IT Service Desk to effectively support new products.
    
    
    
    
  
  
  
  • Collect and develop knowledge articles for agent training and self-help resources for end-users.
    
    
    
    
  
  
  
  • Work with subject matter experts to ensure knowledge articles are accurate, comprehensive, and UpToDate.
  
  
  
  

• Support Preservation:
  
  
  
  
  
  
  • 
    
    
    
    • Identify potential risks and challenges associated with new product support and develop strategies to mitigate them.
    
    
    
    
  
  
  
  • Work with the IT Service Desk team to implement processes that preserve and enhance support capabilities during and after product onboarding.