Remote ITSM/ESM Expert for Research Insights

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

Benefits offered by this job

Paid research tasks

Flexible hours

Work from home

Job summary

Prolific Academic Ltd seeks IT & Technology decision makers to join our Expert Network as subject matter experts on ITSM/ESM platforms. You will be paid to share your expertise through research tasks and quick assessments, with flexible hours and the option to work from home.

We value director-level IT leadership and deep ITSM/ESM experience, plus clear, precise communication. If you have hands-on experience with Jira Service Management, ServiceNow, Freshservice, Atomicwork, or Moveworks, we

Qualifications

• Director-level or above experience in IT, Technology, IT Operations, or a related function is required.
• Experience as a decision maker for ITSM/ESM platform selection, implementation, or management.
• Strong analytical thinking with ability to translate IT workflows into research insights.
• Excellent written communication and attention to detail for IT policy and service management topics.
• Must have a PayPal account to receive payments.

Responsibilities

• Share expert perspective on internal ticketing workflows, employee service requests, and IT operations processes.
• Assess ITSM/ESM scenarios such as incident escalation and ticket triage based on real-world experience.
• Participate in surveys or interviews to inform research on service management practices.
• Provide feedback on tools, workflows, and processes related to ITSM/ESM platforms.
• Contribute subject matter expertise to help research teams interpret IT functions use and evaluate platforms.

Skills

Director-level experience

ITSM/ESM experience

Decision-making

Analytical thinking

Communication skills

PayPal account

Tools

Jira Service Management

Freshservice

ServiceNow

Atomicwork

Moveworks

Workday

SAP SuccessFactors

ADP

Oracle HCM

Job description

Prolific Academic Ltd seeks IT & Technology decision makers to join our Expert Network as subject matter experts on ITSM/ESM platforms. You will be paid to share your expertise through research tasks and quick assessments, with flexible hours and the option to work from home.

We value director-level IT leadership and deep ITSM/ESM experience, plus clear, precise communication. If you have hands-on experience with Jira Service Management, ServiceNow, Freshservice, Atomicwork, or Moveworks, we