ITSM Process Consultant

Veriipro; Westerville (OH); On-site; USD 90,000 - 120,000; Full time

Job summary

Veriipro is seeking an experienced IT Service Management professional based in Westerville, Ohio. The ideal candidate will have at least 10 years of experience in ITSM, focusing on process design and governance aligned with ITIL best practices.

This role involves defining ITIL processes, developing performance metrics, and managing incident resolutions. Strong knowledge of ITSM tools and methodologies will be essential for ensuring effective service delivery and continuous improvement.

Qualifications

• 10+ years of experience in IT Service Management, IT Operations, or related roles.
• Strong knowledge of ITIL frameworks and ITSM concepts.
• Hands-on experience with ITSM platforms such as ServiceNow or BMC.
• Experience in Major Incident Management.

Responsibilities

• Design and document ITSM processes and workflows aligned with ITIL.
• Define and implement ITIL-based processes including Incident and Problem Management.
• Drive Major Incident Management processes for timely resolution.
• Develop ITSM performance metrics and reporting dashboards.

Skills

ITIL frameworks

ITSM concepts

ServiceNow

BMC Remedy

Six Sigma

Stakeholder management

Documentation skills

Tools

ITSM platforms

Job description

Roles and Responsibilities

• Design, develop, and document IT Service Management (ITSM) processes, workflows, and governance models aligned with ITIL best practices.
• Define and implement ITIL-based processes including Incident, Problem, Change, Release, Configuration, and Asset Management.
• Drive end-to-end Major Incident Management processes, ensuring timely resolution and stakeholder communication.
• Develop ITSM performance metrics, KPIs, service level agreements (SLAs), and reporting dashboards.
• Work with ITSM platforms such as ServiceNow, BMC Remedy, or equivalent tools, including configurations and integrations.
• Support IT lifecycle activities including planning, requirements definition, design, implementation, testing, migration, and operations.
• Manage asset management and software license tracking processes.
• Oversee availability, capacity, and performance management processes.
• Ensure effective service delivery through SLA monitoring, reporting, and continuous improvement initiatives.
• Collaborate with cross-functional teams for technology refresh, operations, and service optimization.
• Drive process improvement initiatives using methodologies such as Six Sigma, PDCA, or similar frameworks.
• Provide training, documentation, and knowledge transfer for ITSM processes and tools.

Required Qualifications

• 10+ years of experience in IT Service Management, IT Operations, or related roles.
• Strong knowledge of ITIL frameworks and ITSM concepts.
• Hands-on experience with ITSM platforms such as ServiceNow, BMC, or similar tools.
• Experience designing and documenting ITSM processes and workflows.
• Strong understanding of ITIL performance metrics, SLAs, and reporting structures.
• Experience in Major Incident Management and enterprise service operations.
• Familiarity with IT systems management tools including ticketing and workflow systems.
• Knowledge of process improvement methodologies such as Six Sigma, PDCA, or equivalent.
• Strong communication, stakeholder management, and documentation skills.

Key Domains Covered

• IT Lifecycle Management: planning, analysis, design, implementation, and operations
• Service Delivery: availability, capacity, performance, SLA management
• Service Support: incident, problem, change, release, and configuration management
• IT Operations: asset management, license tracking, infrastructure refresh, and administration