Information Technology Service Management Consultant

Position: Senior IT Service Management & ITIL Consultant

Location: Remote (Work from Home)

Duration: 6 Months 

About Us:

We are a leading provider of Information Technology Professional Services, specializing in computer hardware and software deployment. Our mission is to deliver exceptional IT solutions that empower businesses to achieve their goals. We are currently seeking a highly experienced Senior IT Service Management (ITSM) Consultant with a strong background in ITIL frameworks to join our team for a six-month remote contract.
 

Job Summary:

As a Senior ITSM Consultant, you will play a critical role in advising our clients on IT Service Management strategies and implementations. You will leverage your deep knowledge of ITIL frameworks to optimize and enhance their IT service delivery processes. Your expertise will help our clients achieve operational excellence, improve service quality, and increase customer satisfaction.

 

Key Responsibilities:

• Consultation and Strategy Development:

  • Collaborate with clients to understand their business objectives and IT service management needs.
  • Analyze existing processes, Identify areas for improvement, Implement best practices, and Train staff in formal ITSM methodologies.
  • Provide expert guidance on ITIL best practices and frameworks.

• Process Improvement:

  • Assess current IT service management processes and identify areas for improvement.
  • Design and implement ITIL-based processes for incident management, problem management, change management, service desk, and more.
  • Develop metrics and KPIs to measure the effectiveness of ITSM processes.

• Project Management:

  • Lead customer facing ITSM projects from initiation to completion, ensuring timely delivery and adherence to project scope and budget.
  • Coordinate with cross-functional teams to implement ITSM solutions.
  • Prepare and present project status reports to stakeholders.

• Training and Knowledge Transfer:

  • Conduct training sessions and workshops to educate client teams on ITIL frameworks and ITSM best practices.
  • Provide ongoing support and mentorship to client staff.

• Documentation and Reporting:

  • Create detailed documentation of ITSM processes, procedures, and policies.
  • Generate comprehensive reports on IT service performance and improvement initiatives.

Required Qualifications:

• Experience:

  • Minimum of 10 years of experience in IT Service Management.
  • Proven track record of implementing ITIL frameworks in diverse environments.
  • Extensive experience in process improvement and optimization.

• Education:

  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • ITIL Expert certification or equivalent.

• Skills:

  • Ability to lead coversations and whiteboarding session with the C suite of Fortune 1000 type companies
  • Strong knowledge of ITIL frameworks and best practices.
  • Excellent project management skills with the ability to manage multiple projects simultaneously.
  • Outstanding analytical and problem-solving abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to work independently and remotely.

• Technical Proficiency:

  • Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or similar.
  • Proficient in using project management software and tools.

Preferred Qualifications:

• Advanced Degrees:

  • Master's degree in Information Technology, Business Administration, or a related field.

• Additional Certifications:

  • PMP, Six Sigma, or other relevant certifications.

• Industry Experience:

  • Experience in diverse industries such as healthcare, finance, manufacturing, or telecommunications.