Overview
On Site
Hybrid
BASED ON EXPERIENCE
Full Time
Contract - Independent
Contract - W2
Skills
Mergers and Acquisitions
FOCUS
Auditing
Configuration Management Database
Process Improvement
Recovery
Disaster Recovery
Problem Management
Root Cause Analysis
MEAN Stack
Reporting
Organized
IT Management
ITIL
IT Service Management
Change Management
Business Continuity Planning
Testing
JIRA
Service Management
Analytical Skill
Communication
Job Details
Title :IT Service Improvement Consultant
Location: Holyoke,MA (Hybrid)
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
" Assess current incident and problem management processes, tools, and SLAs
" Identify inefficiencies in the IT Incident Retrospective lifecycle (e.g. detection, escalation, resolution)
" Refine root cause analysis (RCA) and lessons learned practices
" Recommend improvements to reduce Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and incident recurrence
" Facilitate and organize IT Incident Retrospective sessions & After-Action Reporting to ensure learnings are tracked and organized for action by IT Management
Required Skills :
" 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
Infowave Systems is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
Location: Holyoke,MA (Hybrid)
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
" Assess current incident and problem management processes, tools, and SLAs
" Identify inefficiencies in the IT Incident Retrospective lifecycle (e.g. detection, escalation, resolution)
" Refine root cause analysis (RCA) and lessons learned practices
" Recommend improvements to reduce Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and incident recurrence
" Facilitate and organize IT Incident Retrospective sessions & After-Action Reporting to ensure learnings are tracked and organized for action by IT Management
Required Skills :
" 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
Infowave Systems is an equal opportunity employer that is committed to diversity and inclusion in the workplace.
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.