Overview
On Site
USD 50.00 - 70.00 per hour
Full Time
Skills
Auditing
Process Improvement
Problem Management
Root Cause Analysis
MEAN Stack
Reporting
Organized
SLA
Customer Satisfaction
Disaster Recovery
Documentation
RPO
Failover
Cyber Security
Recovery
Stakeholder Engagement
Knowledge Transfer
Performance Improvement
Roadmaps
IT Management
Mentorship
Configuration Management Database
Service Delivery
Licensing Management
Enterprise Architecture
ITIL
Change Management
Testing
Analytical Skill
Communication
FOCUS
IT Service Management
Incident Management
Business Continuity Planning
Dashboard
KPI
JIRA
Service Management
Migration
Cloud Computing
Taxes
Life Insurance
Mergers and Acquisitions
Partnership
Collaboration
Business Transformation
Law
Job Details
Description
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
Continuous Service Improvement (CSI)
Establish and maintain a service improvement backlog
Define and track KPIs related to service health (e.g. availability, reliability, SLA adherence, customer satisfaction)
Lead cross-functional working sessions to prioritize and implement improvements
Create dashboards or reports that communicate service performance and improvement trends
IT Service Management (ITSM) Maturity
Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL)
Advise on process standardization, documentation, and automation opportunities
Assist in developing service catalogs and service/operational-level agreements (SLAs/OLAs).
Support governance and continual process maturity
Review Infrastructure Configuration Requests (ICRs) to ensure correct CMDB business service and approval group mappings
Disaster Recovery & Business Continuity Readiness
Review and assess ITDR/BCP plans and documentation
Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices
Recommend enhancements to DR testing frequency, scope, or validation criteria
Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations
Stakeholder Engagement & Knowledge Transfer
Serve as a liaison between Enterprise Resilience, the HPI (Human Performance Improvement) Core Team, and other IT and business stakeholders
Present findings, recommendations, and roadmaps to IT Management
Mentor internal staff on ITSM and CSI best practices
Document recommendations, processes, and metrics in a format suitable for long-term internal use
Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT
Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams
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
Role Focus
Support Front-End IT Service Delivery and Infrastructure Services teams
Improve incident response and retrospective processes
Advance ITDR maturity and integrate BCP into daily operations
Collaborate across IT and business units to identify inefficiencies and drive change
Optimize dashboards and KPIs using existing data
Work within an Atlassian Jira Service Management environment (migrating from on-prem to cloud)
Pay and Benefits
The pay range for this position is $50.00 - $70.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Holyoke,MA.
Application Deadline
This position is anticipated to close on Aug 29, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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
Continuous Service Improvement (CSI)
Establish and maintain a service improvement backlog
Define and track KPIs related to service health (e.g. availability, reliability, SLA adherence, customer satisfaction)
Lead cross-functional working sessions to prioritize and implement improvements
Create dashboards or reports that communicate service performance and improvement trends
IT Service Management (ITSM) Maturity
Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL)
Advise on process standardization, documentation, and automation opportunities
Assist in developing service catalogs and service/operational-level agreements (SLAs/OLAs).
Support governance and continual process maturity
Review Infrastructure Configuration Requests (ICRs) to ensure correct CMDB business service and approval group mappings
Disaster Recovery & Business Continuity Readiness
Review and assess ITDR/BCP plans and documentation
Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices
Recommend enhancements to DR testing frequency, scope, or validation criteria
Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations
Stakeholder Engagement & Knowledge Transfer
Serve as a liaison between Enterprise Resilience, the HPI (Human Performance Improvement) Core Team, and other IT and business stakeholders
Present findings, recommendations, and roadmaps to IT Management
Mentor internal staff on ITSM and CSI best practices
Document recommendations, processes, and metrics in a format suitable for long-term internal use
Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT
Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams
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
Role Focus
Support Front-End IT Service Delivery and Infrastructure Services teams
Improve incident response and retrospective processes
Advance ITDR maturity and integrate BCP into daily operations
Collaborate across IT and business units to identify inefficiencies and drive change
Optimize dashboards and KPIs using existing data
Work within an Atlassian Jira Service Management environment (migrating from on-prem to cloud)
Pay and Benefits
The pay range for this position is $50.00 - $70.00/hr.
Eligibility requirements apply to some benefits and may depend on your job
classification and length of employment. Benefits are subject to change and may be
subject to specific elections, plan, or program terms. If eligible, the benefits
available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Holyoke,MA.
Application Deadline
This position is anticipated to close on Aug 29, 2025.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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.