Remote: ITSM/ESM Leader for Expert Research Network

Prolific Academic Ltd; United States; Remote; USD 165,000 - 276,000; Full time

Job summary

Prolific is seeking IT and Tech Leaders with hands-on experience selecting and using ITSM or ESM platforms to join our Expert Network as subject matter experts. If successful, you’ll be invited to join Prolific as a participant and paid to share your expertise with researchers.

Researchers looking for your skills tend to pay up to $200 per hour. You must be prepared to complete paid tasks that require one hour of uninterrupted work, though many are shorter.

Qualifications

• Director-level or above experience in IT, Technology, IT Operations, or a related function.
• Deep background in ITSM/ESM.
• Hands-on use of ITSM/ESM platforms such as Jira Service Management, Freshservice, ServiceNow, Atomicwork, or Moveworks.
• Experience as a decision maker or key stakeholder for ITSM/ESM platform selection, implementation, or management.
• Ability to analyze complex IT service workflows and ticketing to answer research questions clearly.
• Excellent written communication with attention to detail on IT policy, compliance, or service management topics.
• Must have a PayPal account to receive payments.

Responsibilities

• Share your expert perspective on internal ticketing workflows, employee service requests, IT policy, and IT operations processes.
• Assess IT and service management scenarios, such as incident escalation, ticket triage, onboarding requests, and internal helpdesk workflows.
• Participate in structured surveys or interviews informing research into service management practices and IT operations.
• Provide informed feedback on tools, workflows, and processes related to ITSM/ESM platforms in IT and operations contexts.
• Contribute subject matter expertise to help research teams understand how IT functions use and evaluate service management platforms.

Skills

Director-level experience

ITSM/ESM knowledge

ITSM/ESM experience

Decision making

Analytical thinking

Communication skills

PayPal account

Tools

Jira Service Management

Freshservice

ServiceNow

Atomicwork

Moveworks

Job description

Prolific is seeking IT and Tech Leaders with hands-on experience selecting and using ITSM or ESM platforms to join our Expert Network as subject matter experts. If successful, you’ll be invited to join Prolific as a participant and paid to share your expertise with researchers.

Researchers looking for your skills tend to pay up to $200 per hour. You must be prepared to complete paid tasks that require one hour of uninterrupted work, though many are shorter.