IT Service Improvement Consultant

  • Holyoke, MA
  • Posted 4 hours ago | Updated 4 hours ago

Overview

On Site
Contract - W2
Contract - 25 day((s))

Skills

JIRA
Disaster Recovery
ITIL
SLA
MTTR
ITSM
Continuous Service Improvement (CSI)
Business Continuity Readiness
KPI
MTTD
Incident & Problem Management Improvement

Job Details

W2 ONLY

Job Title: IT Service Improvement Consultant

Duration: 12+Months

Location: Holyoke, MA, 3 days they must be at on-site (Tuesday, Wednesday and Thursday)

Candidate Requirements

The IT Service Improvement Consultant is responsible for assessing, advising, and driving improvements throughout the Information Services organization, with a heavy focus on IT incident and problem management, IT service resilience, and business continuity practices. The selected Consultant will work cross-functionally throughout IT and with business stakeholders to identify service inefficiencies, facilitate incident retrospectives, model and audit platforms, applications, and related business services for CMDB, recommend process improvements to enhance operational reliability and reduce service disruptions, and improve recovery readiness as part of the IT Disaster Recovery (ITDR) and BCP programs.

Responsibilities:

  • Incident & Problem Management Improvement
  • Continuous Service Improvement (CSI)
  • IT Service Management (ITSM) Maturity
  • Disaster Recovery & Business Continuity Readiness
  • Stakeholder Engagement & Knowledge Transfer

Minimum Requirements

  • Proven experience with ITIL/ITSM frameworks and continuous service improvement
  • Strong knowledge of incident/problem/change management processes
  • Familiarity with DR/BCP concepts, practices, and testing
  • Experience with service management tools (e.g. Jira Service Management)
  • Strong analytical and communication skills; ability to influence without authority
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