Senior IT Service Management (ITSM) Process Consultant
Overview
We are seeking an experienced Senior ITSM Process Consultant to support enterprise-wide IT Service Management initiatives. This role is responsible for designing, optimizing, and implementing ITSM processes, facilitating stakeholder engagement, developing governance frameworks, and driving process adoption across the organization.
Responsibilities
Design, evaluate, and improve IT Service Management processes, including Incident, Change, Problem, Knowledge, Configuration Management, IT Asset Management, and Service Catalog.
Facilitate workshops, governance meetings, and stakeholder sessions to gather requirements and align on process improvements.
Develop governance frameworks, process documentation, standards, and implementation roadmaps.
Translate business and operational requirements into scalable process and technology solutions.
Support ITSM maturity assessments, process adoption, organizational change, and continuous improvement initiatives.
Collaborate with cross-functional teams to ensure successful implementation and ongoing optimization of ITSM practices.
Qualifications
10+ years of experience in IT Service Management, Business Process Improvement, Operational Excellence, or a related field.
5+ years of experience designing and implementing ITSM processes within enterprise environments.
Experience working with enterprise ITSM platforms and workflow automation tools.
Strong understanding of IT Service Management best practices and industry frameworks.
Excellent communication, facilitation, stakeholder management, and documentation skills.
Proven ability to work independently while leading initiatives from assessment through implementation.
Preferred Qualifications
Relevant ITSM or process management certifications.
Experience with configuration management, IT asset management, service catalog management, and other core ITSM disciplines.
Experience supporting large-scale IT transformation or digital transformation programs.
