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 an 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
• 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

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