IT Service Management Consultant

APN Consulting Inc.; Toronto; Remote; CAD 80,000 - 120,000; Full time

Job summary

An innovative firm is seeking an IT Service Management Consultant to enhance IT service delivery through effective design and implementation of ITIL-based processes. This role is pivotal in ensuring IT services align with business needs while maximizing efficiency and customer satisfaction. You will collaborate with stakeholders, configure ITSM tools, and monitor service performance to drive continuous improvement. If you have a strong background in IT service management and a passion for optimizing processes, this opportunity offers a dynamic work environment where your contributions will significantly impact the organization’s success.

Qualifications

• 3-7+ years in IT service management consulting or IT operations management.
• Hands-on experience with ITSM tools like ServiceNow and BMC Remedy.

Responsibilities

• Design and implement ITIL-based ITSM processes for efficiency.
• Collaborate with stakeholders to align IT services with business goals.

Skills

ITIL practices and principles

Analytical skills

Problem-solving skills

Organizational skills

Interpersonal skills

Communication skills

Project management methodologies

Education

Bachelor's degree in Computer Science

ITIL Foundation certification

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

APN Consulting has an immediate need for a direct client requirement:

Title: IT Service Management Consultant

Type: 6 Months+ Contract

Location: Fully Remote

Job Summary

The ITS Service Management Consultant plays a critical role in designing, implementing, and optimizing IT service management (ITSM) processes and solutions within an organization. This role ensures that IT services align with business needs while maintaining high levels of efficiency, customer satisfaction, and compliance with industry standards.

Key Responsibilities

1. ITSM Process Design and Implementation:
   • Develop and implement ITIL-based ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
   • Evaluate and improve existing service management frameworks.
2. Service Strategy and Planning:
   • Collaborate with stakeholders to align IT services with business goals.
   • Develop service portfolios and service catalogs to enhance transparency and accountability.
3. Tool Configuration and Management:
   • Configure and implement ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, or equivalent platforms.
   • Provide recommendations on tool integrations and automation opportunities.
4. Service Performance Monitoring:
   • Define key performance indicators (KPIs) and metrics to measure IT service effectiveness.
   • Generate reports and dashboards to monitor SLA adherence and continuous improvement initiatives.
5. Stakeholder Engagement:
   • Act as a liaison between IT teams and business units to ensure seamless communication and service delivery.
   • Conduct training sessions and workshops on ITSM best practices for staff and stakeholders.
6. Compliance and Risk Management:
   • Ensure ITSM processes adhere to industry standards (ISO 20000, ITIL, COBIT, etc.).
   • Identify risks in IT service delivery and develop mitigation strategies.

Qualifications

1. Education:
   • Bachelor's degree in Computer Science, Information Systems, or a related field.
   • ITIL Foundation or advanced certifications (e.g., ITIL Practitioner, ITIL Managing Professional).
2. Experience:
   • Proven experience (3–7+ years) in IT service management consulting or IT operations management.
   • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
   • Demonstrated success in process improvement and service delivery optimization.
3. Skills:
   • Strong knowledge of ITIL practices and principles.
   • Excellent analytical, problem-solving, and organizational skills.
   • Strong interpersonal and communication skills with the ability to engage stakeholders at all levels.
   • Proficiency in project management methodologies (Agile, Scrum, Waterfall).

Preferred Qualifications

1. Advanced ITIL certifications (e.g., ITIL Expert, ITIL Managing Professional).
2. Familiarity with DevOps and Agile practices.
3. Knowledge of cloud computing, automation, and IT infrastructure.
4. Certification in other IT governance frameworks such as COBIT or ISO 20000.

Seniority Level

Mid-Senior level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting