IT Service Management (ITSM) Consultant

Job Description

Job Description

Please Note: This position is contingent upon contract award.

Birdi Systems, Inc. is seeking an experienced IT Service Desk Process Management Consultant to assess, optimize, and modernize enterprise IT Service Desk operations. This role will evaluate current service delivery processes, identify opportunities for automation and operational improvements, and develop recommendations to enhance responsiveness, efficiency, and customer service.

The ideal candidate has experience with IT Service Management (ITSM), ServiceNow, ITIL best practices, process improvement, and service desk transformation. This position will work closely with technical teams and business stakeholders to evaluate current operations and develop a strategic roadmap for long-term service delivery improvements.

Key Responsibilities:

• Assess current IT Service Desk operations, workflows, staffing, and support processes.
• Analyze operational challenges and identify opportunities to improve service quality, responsiveness, and efficiency.
• Evaluate and recommend automation opportunities for incident management, ticket routing, prioritization, email triage, and routine support tasks.
• Review ServiceNow workflows and recommend enhancements to improve operational effectiveness.
• Develop recommendations for improving workload distribution, staffing coverage, and overall service desk performance.
• Evaluate support delivery models, including in-house operations, staff augmentation, outsourcing, automation, and hybrid approaches.
• Prepare cost-benefit analyses and recommendations addressing staffing, governance, service levels, operational continuity, risk, and scalability.
• Develop implementation roadmaps outlining recommended initiatives, timelines, dependencies, and success metrics.
• Document best practices, lessons learned, and continuous improvement opportunities.
• Provide training, coaching, and knowledge transfer to IT staff and key stakeholders.
• Present findings and recommendations to executive leadership and project stakeholders.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field (or equivalent experience).
• 7+ years of experience in IT Service Management, Service Desk Operations, or IT Process Improvement.
• Hands-on experience with ServiceNow administration, workflows, or process optimization.
• Strong understanding of ITIL principles and IT service management best practices.
• Experience implementing workflow automation and improving operational efficiency.
• Experience evaluating sourcing strategies, including outsourcing, staff augmentation, and hybrid support models.
• Excellent analytical, organizational, and problem-solving skills.
• Outstanding written, verbal, and presentation communication skills.
• Ability to collaborate effectively with technical teams, business stakeholders, and executive leadership.

Preferred Qualifications:

• ITIL Foundation or higher certification.
• ServiceNow certification(s).
• Experience supporting large enterprise or mission-critical IT environments.
• Experience leading organizational change management or IT transformation initiatives.

Work Schedule:

• Hybrid work arrangement
• On-site three days per week during assessment and implementation activities
• Limited travel may be required based on project needs

Project Duration: Approximately August 2026 through June 2027.

Please Note: Employment is contingent upon contract award.

Birdi Systems, Inc. (BSI) is an award-winning, full-service systems engineering consulting and contracting firm based in Los Angeles, California. We specialize in providing technology solutions for major airports and transportation entities across the United States, with office locations in California, Colorado, Florida, and Washington, D.C.

Company Description

Birdi Systems, Inc. (BSI) is an award-winning, full-service systems engineering consulting and contracting firm based in Los Angeles, California. We specialize in providing technology solutions for major airports and transportation entities across the United States, with office locations in California, Colorado, Florida, and Washington, D.C.