ITSM Consultant

Position- ITSM/ITIL Consultant

Work location: Washington DC, (remote due to pandemic)

Visa Requirements: GC and USC

Duration: 12 - 18months

Hiring Mode: C / CTH

Job description:

• Responsible for business process mapping, documenting business cases, process improvement efforts, creating workflows and SOPs

• Responsible for eliciting and documenting business and technical requirements as part of discovery assessment.

• Develop and maintain a detailed requirements traceability matrixes, business/technical requirements documents and process maps & Flow diagram

• Responsible for creating workflows and storyboards that accurately map back to documented business & ITSM requirements

• Set deadlines, assign responsibilities, monitor and summarize progress of project based upon Project roadmap & timeline

• Facilitate deep dive workshops for Service Operational & Transition processes like Incident, Service request fulfillment and management, problem management, change, configuration and Knowledge management to ensure a seamless and adequate transition

• Responsible for managing the performance of the problem management team to achieve defined KPIs based on defined Service Level Agreements.

• Responsible for performing quality assurance to ensure continual service improvement is embedded in the process/service redesign.

• Coordinate with Project Manager to plan roadmaps, sprints and releases

• Provide solution / design demos to stakeholders on developed solutions and obtain feedback to improve business processes

• Expert in IT Service Management (ITSM) framework based on ITIL best practices

• Process design on ITIL Service Support areas of Incident, Problem, Change, Release, Configuration Management, Knowledge Management , Service Desk, Service Level Management and Measurement & Analysis.

• ITSM Tools – ServiceNow, or any relevant ITSM tools

Must have experience and skills

• ITSM Framework v3/4

• Service Desk & End User Support

• Gap Analysis

• Organizational Change Management

• Service Catalog & Self Service

• System Development Life Cycle (SDLC)

• Continual Service Improvement

• Project Management

• Risk Management

• Business Process Improvement

Job Type: Full-time

Salary: $55.00 - $60.00 per hour

Schedule:

• 8 hour shift

Experience:

• IT service management: 5 years (Required)
• ITIL: 5 years (Required)

License/Certification:

• ITIL Certification (Required)

Work Location: Multiple Locations