Remote IT Leader for ITSM/ESM Research

Prolific Academic Ltd; United States; Remote; USD 227,000 - 324,000; Full time

Job summary

Prolific seeks IT and Tech Leaders with hands-on ITSM/ESM experience to join our Expert Network as subject matter experts. If selected, you’ll complete a brief test and, if successful, participate in paid research tasks from researchers needing real-world IT insight.

Researchers may pay up to $200 per hour. Tasks vary and often require about one hour of uninterrupted work, with many shorter opportunities. Remote work from home is supported.

Qualifications

• Director-level or above experience in IT, Technology, IT Operations, or a related function.
• Deep background in ITSM/ESM areas such as IT service management or enterprise service management.
• Hands-on use of ITSM/ESM platforms (e.g., Jira Service Management, Freshservice, ServiceNow, Atomicwork, Moveworks).
• Strong decision-maker or key stakeholder for platform selection, implementation, or management.
• Excellent written communication and attention to detail in IT policy or service management topics.

Responsibilities

• Answer research questions with your expert perspective on IT workflows and service management.
• Review scenarios like incident escalation, ticket triage, onboarding requests, and internal helpdesk workflows.
• Participate in structured surveys or interviews providing domain insights.
• Provide product and process feedback on ITSM/ESM tools and workflows.
• Contribute SME input to help research teams understand IT functions' use of service management platforms.

Skills

Director-level experience

ITSM/ESM expertise

Decision-making

Analytical thinking

Written communication

PayPal account handling

Tools

Jira Service Management

Freshservice

ServiceNow

Atomicwork

Moveworks

Workday

SAP SuccessFactors

ADP

Oracle HCM

Job description

Prolific seeks IT and Tech Leaders with hands-on ITSM/ESM experience to join our Expert Network as subject matter experts. If selected, you’ll complete a brief test and, if successful, participate in paid research tasks from researchers needing real-world IT insight.

Researchers may pay up to $200 per hour. Tasks vary and often require about one hour of uninterrupted work, with many shorter opportunities. Remote work from home is supported.