Senior ITSM & ITIL Consultant for ServiceNow MSP

Northramp LLC; United States; Hybrid; USD 170.000 - 210.000; Vollzeit

Benefits dieser Stelle

Health care plan

Retirement plan (401k, IRA)

Life insurance

Paid time off

Work from home

Training & development

Zusammenfassung

Northramp LLC is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to lead enterprise Service Desk modernization for a federal agency. Hybrid, based in the Washington, DC metro area with on-site client presence as needed.

You will shape the operating model, SLA framework, and MSP requirements, working with the ServiceNow Architect to ensure the design is implemented in the platform.

Qualifikationen

• 10+ years IT Service Management experience.
• ITIL v4 Expert or ITIL Master certification (must be held at the time of proposal submission).
• 5+ years designing and implementing Service Desk transformations.
• Expert knowledge of ITIL and ITSM frameworks.
• Experience developing SLA and OLA frameworks.
• Experience designing MSP operating models.
• Experience conducting current-state assessments and gap analyses for ITSM operations.
• Strong facilitation and workshop delivery skills with diverse stakeholders.
• Exceptional written and verbal communication; ability to engage senior IT leadership.
• Bachelor’s degree in Information Technology, Business, or related field, or equivalent experience.
• U.S. citizenship and eligibility to work in the United States.
• Based in the DC region.

Aufgaben

• Lead the current-state assessment and benchmark against ITIL, HDI and Gartner practices.
• Plan and facilitate interviews and workshops across divisions and technical teams.
• Document current workflows and produce a prioritized gap analysis.
• Define the service catalog with L1/L2/L3 scope and self-service candidates.
• Design the target operating model with staffing, escalation, and shift coverage.
• Build the SLA/OLA framework with operational metrics for MSP.
• Shape MSP operating model and procurement criteria.
• Identify shift-left opportunities and enable L1 capabilities.
• Collaborate with the ServiceNow Architect to translate ITIL designs into platform config.
• Support change management to drive adoption.
• Brief senior leadership with findings and roadmaps.

Kenntnisse

ITIL v4 Expert/Master

ITSM

Service Desk transformation

Facilitation

Communication

Ausbildung

Bachelor's degree

Tools

ServiceNow ITSM

CSDM

Jobbeschreibung

Northramp LLC is seeking an ITIL v4 Expert or ITIL Master-certified Lead ITSM/ITIL Consultant to lead enterprise Service Desk modernization for a federal agency. Hybrid, based in the Washington, DC metro area with on-site client presence as needed.

You will shape the operating model, SLA framework, and MSP requirements, working with the ServiceNow Architect to ensure the design is implemented in the platform.