Itsm Process Consultant

Sword Group; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company is seeking an ITSM Delivery Analyst on a 6-month contract, specializing in incident, problem, and change management. Ideal candidates will have 7+ years of relevant experience, excellent documentation skills, and ITIL certification, with the flexibility to work remotely. Responsibilities include managing major incidents, coordinating change requests, and driving service improvements to enhance operational efficiency.

Qualifications

• 7+ years of experience in an ITSM role.
• Ability to write business documentation in a concise manner.
• Advanced knowledge of ITIL processes.

Responsibilities

• Take ownership of major incidents and coordinate resolution.
• Review and approve change requests for leadership.
• Implement service improvement plans with resolution groups.

Skills

Incident Management

Change Management

Problem Management

Business Documentation

Service Improvement

O365 Microsoft Suite

Education

ITIL Foundation certification

Tools

Freshservice

ServiceNow

Remedy

Job description

Dear All,

Sword is hiring for an ITSM Delivery Analyst (Incident, Problem, and Change Management Specialist) on a 6 Months Contract.

Experience: 7+ years

Notice Period: Immediate

Work from Home: Remote

Package: Negotiable

Job Description:

• 7+ years of experience in an ITSM role
• Ability to clearly write business documentation in a concise manner
• Knowledge of incident, service request, problem, and change management
• Experience managing and implementing service improvement projects/plans (desirable)
• Advanced knowledge of the O365 Microsoft suite
• Experience with ITSM tools such as Freshservice, ServiceNow, Remedy (nice to have)
• ITIL Foundation certification preferred

Responsibilities:

• Take ownership of major incidents, coordinate resolution, communicate effectively with stakeholders, and conduct post-incident reviews
• Issue incident management notices, collaborate with internal teams and vendors to restore services
• Review and approve change requests, participate in weekly CAB meetings, and report changes to leadership
• Report on service breaches and SLAs to stakeholders and senior leaders
• Monitor critical applications and propose process improvements
• Provide RCAs and post-mortem reports
• Assist in day-to-day ITIL support processes (Incident, Major Incident, Change, Problem, Knowledge)
• Implement service improvement plans and work with resolution groups
• Gather service requirements for new or changed services
• Participate in service review meetings with external providers
• Identify and implement ITSM operational improvements

If interested, please send your resume to [e-mail] or contact Abinaya/WhatsApp at 9500053608.