ITSM Consultant

SFE; Richmond (VA); On-site; USD 100,000 - 140,000; Full time

Job summary

SFE is seeking an ITSM Consultant to design, implement, and continuously improve enterprise IT service management processes. The role focuses on Incident, Problem, Change, Service Catalog, CMDB, Knowledge, Release, and Asset Management, ensuring alignment with ITIL v3/v4 and ISO 20000, with close collaboration across service owners and IT teams.

The candidate will develop process models, RACI matrices, governance standards, and KPI dashboards, while driving CSI and optimizing SLA performance in

Qualifications

• ITIL v3/v4 knowledge and ITSM framework understanding.
• Experience designing and improving ITSM processes: Incident, Problem, Change, Release, Knowledge, CMDB, Service Catalog.
• Facilitate workshops, gather requirements, and create RACI matrices and SOPs.
• Ability to monitor KPIs/SLAs and drive continual service improvement.

Responsibilities

• Design and implement ITSM processes (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, Asset).
• Create process models, workflows, and SOPs aligned to ITIL/ISO 20000.
• Conduct maturity assessments, gap analyses, and CSI initiatives.
• Collaborate with stakeholders and ITSM tool teams to translate requirements into workflows and configurations.

Skills

ITIL knowledge

Stakeholder management

Process design

Workshop facilitation

CSI/continual improvement

Requirements gathering

Governance & compliance

Metrics & reporting

Tools

ServiceNow

BMC Remedy

Cherwell

Jira Service Management

Job description

Section

Details

Job Title

ITSM Consultant

Job Type

Full Time

Client Location

Richmond, VA

Work Arrangement

Onsite

Duration

Full Time

Pay Rate / Salary

$100-$140k/yr.

Job Summary

• We are seeking an experienced ITSM Process Consultant / ITSM Process Manager to design, implement, assess, and continuously improve enterprise IT service management processes.
• The role will focus on Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management, ensuring alignment with ITIL v3/v4, ISO 20000, organizational policies, and business objectives.
• The ideal candidate will work closely with service owners, IT stakeholders, business teams, SMEs, and ITSM tool teams to gather requirements, facilitate workshops, develop process models and RACI matrices, define governance standards, and translate business requirements into technology-enabled workflows.
• The role will also monitor KPIs, SLAs, MTTR, incident backlog, change success rates, and other service performance metrics while driving continual service improvement (CSI).

Key Responsibilities

• ITSM Process Design & Implementation
• Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
• Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
• Ensure alignment with ITIL v3/v4 best practices and organizational objectives.
• Process Assessment & Optimization
• Conduct ITSM process maturity assessments and gap analyses.
• Identify process inefficiencies, bottlenecks, and improvement opportunities.
• Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times.
• Drive continual service improvement (CSI) initiatives.
• Stakeholder Management & Workshops
• Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.
• Facilitate workshops, design thinking sessions, and process walkthroughs.
• Support change adoption through training, documentation, and communication.
• ITSM Tools & Technology Alignment
• Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.
• Participate in tool testing, UAT, and deployment activities.
• Ensure tool capabilities are optimized to support process automation and governance.
• Governance, Compliance & Documentation
• Establish process governance frameworks, KPIs, and performance dashboards.
• Define and maintain process policies, templates, and reporting standards.
• Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.
• Performance Monitoring & Reporting
• Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
• Evaluate trends and recommend corrective actions.
• Create high quality dashboards and management reports.

Required Qualifications

• ITSM / ITIL: ITIL v3/v4, IT Service Management, Service Management Framework, Continual Service Improvement (CSI)
• ITSM Processes: Incident, Problem, Change, Request, Release, Knowledge, Asset, Configuration/CMDB, Service Catalog Management
• Process Design: Process modeling, workflow design, process mapping, RACI matrices, SOPs, policies, procedures, process documentation
• Process Improvement: Maturity assessments, gap analysis, root-cause analysis, process optimization, bottleneck identification, cycle-time reduction
• ITSM Tools: ServiceNow, BMC Remedy, Cherwell, Jira Service Management, or similar ITSM platforms
• Governance & Compliance: ITSM governance, ISO 20000, ITIL compliance, internal audit, regulatory requirements, process controls
• Metrics & Reporting: KPI/SLA management, MTTR, incident backlog, change success rate, service performance dashboards, trend analysis
• Stakeholder Management: Requirements gathering, stakeholder engagement, workshops, process walkthroughs, SME collaboration
• Change & Adoption: Training, communications, organizational change adoption, process rollout
• Testing & Deployment: UAT, workflow testing, tool validation, implementation and deployment support
• Documentation: Process policies, SOPs, templates, governance documentation, management reports
• Analytical Skills: Data analysis, problem-solving, trend analysis, corrective and preventive actions
• Communication: Strong written/verbal communication, presentation, facilitation, and executive reporting skills