Information Technology Service Management Consultant

Inventive Search is a leading talent solutions provider specializing in IT, digital transformation, and enterprise solutions recruitment. We partner with top-tier clients across Europe to deliver expert talent for high-impact projects. Our expertise lies in sourcing specialist IT professionals, ensuring businesses have the right people to drive their initiatives forward.

We are currently hiring for a ITSM Process Consultant for one of our clients, based in Barcelona, Spain. This role is ideal for an experienced ServiceNow professional looking to work on-site in a dynamic and fast-paced environment.

Role: ITSM Process Consultant

Location: Barcelona (Hybrid – 3 days onsite per week)

Contract Type: Contract / Freelance

Key Requirements

• Several years of experience with ServiceNow
• Strong expertise in ITSM processes, including Incident, Service Request, Problem, and Change Management
• Fluent in English and Spanish
• Ability to work onsite 3 days per week at the client's Barcelona office

Key Responsibilities

• Oversee the end-to-end incident management process to ensure timely resolution
• Develop and maintain incident management policies, procedures, and standards
• Monitor and report on incident trends and performance metrics
• Coordinate with IT teams for effective resolution and communication

Service Request Management:

• Manage the service request lifecycle, ensuring requests are fulfilled within agreed SLAs
• Define and implement service request workflows
• Work with service owners to enhance service delivery
• Track and analyze service request data to identify improvement opportunities

Problem Management:

• Lead problem management efforts to identify, analyze, and eliminate root causes of incidents
• Conduct root cause analysis and work with IT teams to implement permanent fixes
• Maintain a problem management database, documenting known errors and workarounds

Change Management:

• Oversee change management processes to ensure smooth implementation with minimal disruption
• Develop and maintain change management policies, procedures, and standards
• Chair Change Advisory Board (CAB) meetings and ensure clear communication of changes
• Monitor and report on change management metrics and performance