Key Facts

Remote From:

Full time

English

Hard Skills

Information Technology Infrastructure Library Issue Tracking ServiceNow Incident Management Operational Efficiency IT Service Management Process Design Process Management Business Process Improvement

Other Skills

•
Coaching
•
Knowledge Transfer

Roles & Responsibilities

Experienced in Service Desk Incident Management
Expertise in Request Management
Deep understanding of ITIL v4 best practices
Strong ServiceNow background

Requirements:

Provide expert coaching on best practices
Guide clients through ITSM processes
Assist with ServiceNow implementations
Ensure knowledge transfer and independence
Identify gaps and improve workflows
Deliver structured coaching sessions

Apside

Information Technology & Services

About Apside

We are true to our word Expertise, trust, careers For 36 years, Apside has cooperated with the largest French and European groups on their IT and scientific projects. Our activities: consulting and engineering in the areas of Information Systems, Technical and Scientific Computing and Automotive and Financial Engineering. By constantly upholding our independence from all other industrial and financial groups, we have been able to preserve our autonomy and freedom of action while growing economically, to the benefit of our clients and employees. Today, our development is still based on the group’s core values: transparency, expertise, strong customer relations and continuity. The twin ambitions of economic performance and individual satisfaction Our steady and controlled growth has secured one of the most stable positions in the market with over 1 400 employees in 2011 and 210 customers. The diversity of skills in our teams combined with our cross-sectoral presence, enables us to meet the technical and functional needs of major industrial and service groups. Our customers and personnel s distinguish us by our quality-oriented and individualised approach to the projects entrusted to Apside. We strive for customer satisfaction and the approval of our employees. Customer and staff satisfaction surveys, which are constantly used to analyse areas for improvements, have confirmed this.

Company type: Large

Industry: Information Technology & Services

Founded: 2018

Company size: 1001 - 5000

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Job description

Location: Remote
Work Hours: Part-time (Approximately 20 hours per week)
Language Requirement: Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities:

Provide expert coaching to clients on Incident Management and Request Management best practices.
Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.
Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.
Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.
Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.
Align coaching with ITIL v4 principles and industry best practices.
Deliver structured coaching sessions remotely (approximately 20 hours per week).