ITIL Consultant

Barrow Wise Consulting, LLC; Rockville (MD); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

Barrow Wise Consulting, LLC in the DC area seeks an ITIL Consultant to support a DHS project. You will review incident, problem, change management and service desk operations, and assess SLA/OLA performance and user satisfaction. You will identify improvements to reliability and support while collaborating with federal stakeholders onsite or remotely.

The ideal candidate has U.S. citizenship, a bachelor's degree, 5+ years of federal consulting experience, and familiarity with FITARA, FISMA,

Qualifications

• Bachelor's degree in a related field and U.S. citizenship or eligible to work in the U.S.
• 5+ years of experience supporting federal agencies or defense organizations.
• Experience with ITIL, service management, analytics, and data governance.

Responsibilities

• Evaluate ITIL and service management processes and review incident, problem, and change management.
• Assess SLA/OLA performance, knowledge management, and user satisfaction.
• Develop findings and a prioritized improvement roadmap for federal projects.

Skills

ITIL

Service management

ITSM process review

Dashboard reporting

Analytics

Data governance

Federal consulting

Writing skills

Presentation skills

Education

Bachelor's degree in a related field

Tools

ITSM systems

PPM tools

Monitoring tools

Dashboard tools

Job description

Responsibilities:

The ITIL Consultant will support Barrow Wise's DHS project and perform the following duties:

• Evaluate help desk and service desk operations
• Review incident, problem, and change management processes
• Assess SLA and OLA performance, knowledge management, and user satisfaction
• Identify service management improvements that strengthen reliability and support
• Evaluate IT operations and infrastructure, core technologies and platforms, application development and solution delivery, customer support/help desk, dashboard reporting, project and portfolio management, and compliance with best practices and federal standards
• Conduct structured interviews with IT leadership, business stakeholders, and operational teams
• Review policies, SOPs, architecture documents, inventories, SLAs, PPM artifacts, dashboards, performance reports, and prior audits
• Perform lightweight technical reviews of monitoring tools, configurations, ITSM systems, and PPM tools as appropriate and approved
• Analyze operational and project metrics, including incident volumes, resolution times, change success rates, project delivery performance, and dashboard usage
• Assess maturity, identify strengths and gaps, and document root causes across people, process, tools, governance, and culture
• Develop findings, recommendations, and a prioritized roadmap for improvement
• Prepare executive briefings, working session materials, and final audit reports
• Support optional implementation
• Collaborate with client teams onsite or remotely as needed, including coordination with federal stakeholders
• Attend meetings in person in the DC Area

An ideal candidate has the following:

• U.S. Citizenship, MD/DC/VA resident preferred
• Bachelor's degree in a related field
• 5+ years of experience supporting federal agencies or defense organizations within:
  • Experience with ITIL, service management, or ITSM process review
  • Dashboard reporting, analytics, or data governance
  • Background in IT audit, IT operations assessment, or federal consulting
• Familiarity with federal governance and compliance frameworks such as FITARA, OMB A-11/A-130, FISMA, TIC 3.0, FedRAMP, Section 508, and Zero Trust
• Working knowledge of NIST, ITIL, PMI, and GAO best practices
• Experience reviewing IT operations, infrastructure, application delivery, help desk services, reporting, or PPM functions
• Strong analytical, writing, and presentation skills
• Ability to synthesize findings into clear, actionable recommendations
• Strong organizational skills and attention to detail
• Ability to work collaboratively in a team-focused environment.

Our team is dedicated to providing innovative solutions to our clients in an ethical and diverse work environment. We offer competitive compensation packages, excellent benefits, and opportunities for growth and advancement. Barrow Wise is an equal-opportunity, drug-free employer committed to diversity in the workplace. Minority/Female/Disabled/Protected Veteran/LGBT are welcome to apply.

Our employees stand behind Barrow Wise's core values of integrity, quality, innovation, and diversity. We are confident that Barrow Wise's core values, business model, and team focus create positive career paths for our employees. Barrow Wise will continue to lead the industry in delivering new solutions to clients and persevere until the client is overjoyed.