IT Service Management (ITSM) Consultant

Overview

Accepts corp to corp applications
Contract - W2
Contract - 12 Month(s)

Skills

Monitoring
RFPs covering L0L2 support
and ITSM services.

Job Details

Job Title: IT Service Management (ITSM) Consultant

Location: Remote (Must work in CST hours)
Job Type: Contract

Job Summary:

We are seeking an experienced IT Service Management (ITSM) Consultant to support a critical transformation initiative. The ideal candidate will bring a solid background in IT operations, Service Desk management, and enterprise monitoring, with a focus on aligning IT services to best practices and enhancing service delivery.

Key Responsibilities:

  • Assess current IT operational and service management processes.
  • Design, optimize, and implement ITSM processes including Incident, Problem, Change, and Request Management.
  • Provide expertise in Critical Incident Management and Enterprise Monitoring.
  • Collaborate with stakeholders to document as-is and to-be process workflows.
  • Recommend and drive process automation and service improvement initiatives.
  • Support service transitions, ensuring smooth delivery and minimal disruption.
  • Lead workshops and training sessions for IT and business teams.
  • Develop supporting documents for RFPs covering L0 L2 support, Monitoring, and ITSM services.
  • Ensure alignment with ITIL best practices and strategic objectives.

Required Qualifications:

  • 7+ years of experience in IT operations and service management.
  • Proven experience in Service Desk and Level 2 Application/Desktop Support.
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, etc.
  • Strong knowledge of ITSM processes (Problem, Change, Request).
  • Experience in Critical Incident Management and Enterprise Monitoring.
  • Excellent analytical, communication, and documentation skills.

Preferred Qualifications:

  • ITIL v3/v4 Certification.
  • Advanced experience with ServiceNow, including reporting and dashboards.
  • Familiarity with monitoring tools: SolarWinds, Dynatrace, Datadog, etc.
  • Exposure to healthcare IT environments.
  • Experience with cloud-based ITSM solutions.
  • Background in automation and process improvement initiatives.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.