ITSM Process Consultant

Roles and Responsibilities

• Design, develop, and document IT Service Management (ITSM) processes, workflows, and governance models aligned with ITIL best practices.
• Define and implement ITIL-based processes including Incident, Problem, Change, Release, Configuration, and Asset Management.
• Drive end-to-end Major Incident Management processes, ensuring timely resolution and stakeholder communication.
• Develop ITSM performance metrics, KPIs, service level agreements (SLAs), and reporting dashboards.
• Work with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools, including configurations and integrations.
• Support IT lifecycle activities including planning, requirements definition, design, implementation, testing, migration, and operations.
• Manage asset management and software license tracking processes.
• Oversee availability, capacity, and performance management processes.
• Ensure effective service delivery through SLA monitoring, reporting, and continuous improvement initiatives.
• Collaborate with cross-functional teams for technology refresh, operations, and service optimization.
• Drive process improvement initiatives using methodologies such as Six Sigma, PDCA, or similar frameworks.
• Provide training, documentation, and knowledge transfer for ITSM processes and tools.

Required Qualifications

• 10+ years of experience in IT Service Management, IT Operations, or related roles.
• Strong knowledge of ITIL frameworks and ITSM concepts.
• Hands-on experience with ITSM platforms such as ServiceNow, BMC, or similar tools.
• Experience designing and documenting ITSM processes and workflows.
• Strong understanding of ITIL performance metrics, SLAs, and reporting structures.
• Experience in Major Incident Management and enterprise service operations.
• Familiarity with IT systems management tools including ticketing and workflow systems.
• Knowledge of process improvement methodologies such as Six Sigma, PDCA, or equivalent.
• Strong communication, stakeholder management, and documentation skills.

Key Domains Covered

• IT Lifecycle Management: planning, analysis, design, implementation, and operations
• Service Delivery: availability, capacity, performance, SLA management
• Service Support: incident, problem, change, release, and configuration management
• IT Operations: asset management, license tracking, infrastructure refresh, and administration