Coach ITSM

Apside; Ottawa; Remote; CAD 60,000 - 80,000; Part time

Job summary

An innovative firm is on the lookout for an experienced ITSM Coach to guide clients in mastering Incident and Request Management. This part-time role involves leveraging your extensive ServiceNow expertise and deep understanding of ITIL v4 best practices to empower clients through structured coaching sessions. You'll play a crucial role in enhancing operational efficiency and ensuring knowledge transfer, enabling organizations to thrive independently. If you're passionate about coaching and helping others succeed in IT Service Management, this opportunity is perfect for you.

Qualifications

• Extensive experience in ITSM processes and Service Desk environments.
• Strong understanding of ITIL v4 and hands-on ServiceNow expertise.

Responsibilities

• Provide expert coaching on ITSM best practices remotely.
• Assist with ServiceNow implementations and optimizations.

Skills

Incident Management

Request Management

Coaching

Communication Skills

ITIL v4 Best Practices

ServiceNow Expertise

Education

ITIL v4 Certification

Tools

ServiceNow

Job description

Location: Remote
Work Hours: Part-time (Approximately 20 hours per week)
Language Requirement: Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities:

• Provide expert coaching to clients on Incident Management and Request Management best practices.

• Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.

• Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.

• Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.

• Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.

• Align coaching with ITIL v4 principles and industry best practices.

• Deliver structured coaching sessions remotely (approximately 20 hours per week).

Required Qualifications & Experience:

• Extensive experience in Incident Management and Request Management within a Service Desk environment.

• Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.

• Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.

• Experience in guiding, coaching, and mentoring clients or teams.

• Ability to work independently in a remote setting, managing client expectations and delivering effective training.

• Excellent communication skills in English to articulate complex ITSM concepts clearly.

Preferred Qualifications:

• ITIL v4 certification.

• Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.

• Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you!