Job Role: ITSM Consultant
Location: Richmond, VA
Job Description:
Must Have Technical/Functional Skills
Certified with ITIL v3/v4 best practices and organizational objectives.
ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
Roles & Responsibilities
- ITSM Process Design & Implementation
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 & Optimization
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 optimize 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 adoption 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 optimized 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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