ITSM Process Consultant

Job Title: ITSM Process Consultant
Location: Richmond VA (Onsite)
Duration: Fulltime

Skills: ITSM
Salary: 120K-140K/Year

Required Skills & Qualifications:

Define design and implement ITSM processes such as Incident Problem Change Request Service Catalog CMDB Knowledge Release and Asset Management.
Develop process models workflows RACI matrices and standard operating procedures (SOPs).
Ensure alignment with ITIL v3/v4 best practices and organizational objectives.

Process Assessment & Eligible to workimization

• Conduct ITSM process maturity assessments and gap analyses.
• Identify process inefficiencies bottlenecks and improvement opportunities.
• Recommend enhancements to improve service quality reduce incident volume and Eligible to workimize cycle times.
• Drive continual service improvement (CSI) initiatives.

Stakeholder Management & Workshops

• Engage with IT stakeholders service owners business units and SMEs to gather process requirements.
• Facilitate workshops design thinking sessions and process walkthroughs.
• Support change adEligible to workion through training documentation and communication.

ITSM Tools & Technology Alignment

• Work closely with ITSM tool teams (ServiceNow BMC Cherwell Jira Service Management etc.) to translate process requirements into system workflows and configurations.
• Participate in tool testing UAT and deployment activities.
• Ensure tool capabilities are Eligible to workimized to support process automation and governance.

Governance Compliance & Documentation

• Establish process governance frameworks KPIs and performance dashboards.
• Define and maintain process policies templates and reporting standards.
• Ensure compliance with ISO 20000 ITIL internal audit and regulatory requirements.

Performance Monitoring & Reporting

• Track and report ITSM KPIs and SLAs (MTTR incident backlog change success rate etc.).
• Evaluate trends and recommend corrective actions.
• Create highquality dashboards and management reports.

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Required Experience:

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