ITSM Consultant

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.