ITSM Process Consultant

Centraprise, Corp.; Richmond (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

Centraprise, Corp. in Richmond, VA seeks an ITSM Process Architect to define and optimize IT service management processes across incident, problem, change, request, service catalog, CMDB, knowledge, release and asset management.

You will collaborate with IT and business stakeholders to map workflows, create SOPs, and align with ITIL best practices while guiding tool configurations in ServiceNow, BMC, Cherwell, and Jira Service Management.

Qualifications

• Experience designing end-to-end ITSM processes.
• Strong knowledge of ITIL v3/v4.
• Experience with cross-functional workshops.
• Familiarity with IT governance and KPIs.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Skills

ITSM Process Design

Stakeholder Engagement

Workshop Facilitation

Process Modeling

SOP Writing

Tools

ServiceNow

BMC

Cherwell

Jira Service Management

Job description

• 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.

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.
• 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.