Overview
On Site
USD 53.84 - 62.34 per hour
Contract - W2
Contract - Independent
Skills
Service Management
Team Management
Management
Customer Service
OTC
Recruiting
Service Delivery
Collaboration
Roadmaps
Knowledge Management
Service Desk
Training
Service Operations
Process Improvement
Workflow
Process Modeling
Facilitation
Documentation
Communication
Change Management
ServiceNow
IT Service Management
ITIL
Finance
Accounting
Marketing
Legal
Customer Support
Online Training
Artificial Intelligence
Insurance
.NET
Job Details
Description
Opportunity for an experienced ITSM-certified consultant to lead a relaunch of the service management platform. The consultant will work closely with IT leaders to triage incoming tickets, recommend scalable ITSM standards, and lead the development of a more structured, automated support model. This role will also include facilitating daily standups with customer service team and department managers to align ticket assignments and automation priorities across teams and preparing a Service Desk transition plan that supports operational continuity and future readiness.
Key Responsibilities:
Customer Service Team Management
o Mange and direct the daily work of 7 customer service specialists
Ticket Triage and Workflow Design
o Analyze current manual ticket assignment processes
o Lead daily standup with OTC managers on service developments during transition period
o Recommend prioritization strategies and automation opportunities in ServiceNow
ITSM Standards and Governance
o Define practical ITSM standards aligned with current staffing and maturity levels
o Develop documentation and best practices for consistent service delivery
o Collaborate on roadmap for incident, request, change, and knowledge management
Service Desk Transition Planning
o Create individualized transition plans for each Service Desk team member
o Identify training and role development needs
o Propose a future-state model for a catalog-driven, automated service operation
Requirements
ITSM Experience
o 5+ years in IT Service Management roles
o Deep understanding of ITIL-aligned processes: incident, request, change, problem, and service catalog
o Experience leading triage operations and ITSM process improvements
ServiceNow Proficiency
o Hands-on experience with ServiceNow ITSM modules
o Knowledge of Service Catalog workflows, assignment rules, and automation features
Process Design and Cross-Team Facilitation
o Skilled in leading operational standups and aligning priorities across technical teams
o Strong documentation, communication, and change management skills
o Certifications
o ITIL v4 Foundation (Required)
o ServiceNow Certified System Administrator or ITSM Implementation Specialist (Preferred)
o Additional ITIL intermediate or advanced certifications (Preferred)
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
Opportunity for an experienced ITSM-certified consultant to lead a relaunch of the service management platform. The consultant will work closely with IT leaders to triage incoming tickets, recommend scalable ITSM standards, and lead the development of a more structured, automated support model. This role will also include facilitating daily standups with customer service team and department managers to align ticket assignments and automation priorities across teams and preparing a Service Desk transition plan that supports operational continuity and future readiness.
Key Responsibilities:
Customer Service Team Management
o Mange and direct the daily work of 7 customer service specialists
Ticket Triage and Workflow Design
o Analyze current manual ticket assignment processes
o Lead daily standup with OTC managers on service developments during transition period
o Recommend prioritization strategies and automation opportunities in ServiceNow
ITSM Standards and Governance
o Define practical ITSM standards aligned with current staffing and maturity levels
o Develop documentation and best practices for consistent service delivery
o Collaborate on roadmap for incident, request, change, and knowledge management
Service Desk Transition Planning
o Create individualized transition plans for each Service Desk team member
o Identify training and role development needs
o Propose a future-state model for a catalog-driven, automated service operation
Requirements
ITSM Experience
o 5+ years in IT Service Management roles
o Deep understanding of ITIL-aligned processes: incident, request, change, problem, and service catalog
o Experience leading triage operations and ITSM process improvements
ServiceNow Proficiency
o Hands-on experience with ServiceNow ITSM modules
o Knowledge of Service Catalog workflows, assignment rules, and automation features
Process Design and Cross-Team Facilitation
o Skilled in leading operational standups and aligning priorities across technical teams
o Strong documentation, communication, and change management skills
o Certifications
o ITIL v4 Foundation (Required)
o ServiceNow Certified System Administrator or ITSM Implementation Specialist (Preferred)
o Additional ITIL intermediate or advanced certifications (Preferred)
Technology Doesn't Change the World, People Do.
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.
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.