ITSM Consultant
AceStack LLC
Job Title : ITSM Consultant
Location : Richmond, VA (ONSITE)
FULLTIME ONLY Job Description
Must Have Technical/Functional Skills
• Certified with ITIL v3/v4 best practices and organizational objectives.
• ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management. Roles & Responsibilities
o ITSM Process Design & Implementation
o Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
o Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
o Ensure alignment with ITIL v3/v4 best practices and organizational objectives. 2. Process Assessment & Optimization
o Conduct ITSM process maturity assessments and gap analyses.
o Identify process inefficiencies, bottlenecks, and improvement opportunities.
o Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times.
o Drive continual service improvement (CSI) initiatives. 3. Stakeholder Management & Workshops
o Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.
o Facilitate workshops, design thinking sessions, and process walkthroughs.
o Support change adoption through training, documentation, and communication. 4. ITSM Tools & Technology Alignment
o Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.
o Participate in tool testing, UAT, and deployment activities.
o Ensure tool capabilities are optimized to support process automation and governance. 5. Governance, Compliance & Documentation
o Establish process governance frameworks, KPIs, and performance dashboards.
o Define and maintain process policies, templates, and reporting standards.
o Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements. 6. Performance Monitoring & Reporting
o Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
o Evaluate trends and recommend corrective actions.
o Create high-quality dashboards and management reports.
Location : Richmond, VA (ONSITE)
FULLTIME ONLY Job Description
Must Have Technical/Functional Skills
• Certified with ITIL v3/v4 best practices and organizational objectives.
• ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management. Roles & Responsibilities
o ITSM Process Design & Implementation
o Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
o Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
o Ensure alignment with ITIL v3/v4 best practices and organizational objectives. 2. Process Assessment & Optimization
o Conduct ITSM process maturity assessments and gap analyses.
o Identify process inefficiencies, bottlenecks, and improvement opportunities.
o Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times.
o Drive continual service improvement (CSI) initiatives. 3. Stakeholder Management & Workshops
o Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.
o Facilitate workshops, design thinking sessions, and process walkthroughs.
o Support change adoption through training, documentation, and communication. 4. ITSM Tools & Technology Alignment
o Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.
o Participate in tool testing, UAT, and deployment activities.
o Ensure tool capabilities are optimized to support process automation and governance. 5. Governance, Compliance & Documentation
o Establish process governance frameworks, KPIs, and performance dashboards.
o Define and maintain process policies, templates, and reporting standards.
o Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements. 6. Performance Monitoring & Reporting
o Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
o Evaluate trends and recommend corrective actions.
o Create high-quality dashboards and management reports.
Vacancy posted 2 days ago
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