ITSM Process Consultant

Job DescriptionRoles and ResponsibilitiesDesign, develop, and document IT Service Management (ITSM) processes, workflows, and governance models aligned with ITIL best practices.Define and implement ITIL-based processes including Incident, Problem, Change, Release, Configuration, and Asset Management.Drive end-to-end Major Incident Management processes, ensuring timely resolution and stakeholder communication.Develop ITSM performance metrics, KPIs, service level agreements (SLAs), and reporting dashboards.Work with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools, including configurations and integrations.Support IT lifecycle activities including planning, requirements definition, design, implementation, testing, migration, and operations.Manage asset management and software license tracking processes.Oversee availability, capacity, and performance management processes.Ensure effective service delivery through SLA monitoring, reporting, and continuous improvement initiatives.Collaborate with cross-functional teams for technology refresh, operations, and service optimization.Drive process improvement initiatives using methodologies such as Six Sigma, PDCA, or similar frameworks.Provide training, documentation, and knowledge transfer for ITSM processes and tools.Required Qualifications10+ years of experience in IT Service Management, IT Operations, or related roles.Strong knowledge of ITIL frameworks and ITSM concepts.Hands-on experience with ITSM platforms such as ServiceNow, BMC, or similar tools.Experience designing and documenting ITSM processes and workflows.Strong understanding of ITIL performance metrics, SLAs, and reporting structures.Experience in Major Incident Management and enterprise service operations.Familiarity with IT systems management tools including ticketing and workflow systems.Knowledge of process improvement methodologies such as Six Sigma, PDCA, or equivalent.Strong communication, stakeholder management, and documentation skills.Key Domains CoveredIT Lifecycle Management: planning, analysis, design, implementation, and operationsService Delivery: availability, capacity, performance, SLA managementService Support: incident, problem, change, release, and configuration managementIT Operations: asset management, license tracking, infrastructure refresh, and administration