Senior ITSM Process Consultant - Onsite in Richmond

SFE; Richmond (VA); Vor Ort; USD 100.000 - 140.000; Vollzeit

Zusammenfassung

SFE is seeking an ITSM Consultant to design, implement, and continuously improve enterprise IT service management processes. The role focuses on Incident, Problem, Change, Service Catalog, CMDB, Knowledge, Release, and Asset Management, ensuring alignment with ITIL v3/v4 and ISO 20000, with close collaboration across service owners and IT teams.

The candidate will develop process models, RACI matrices, governance standards, and KPI dashboards, while driving CSI and optimizing SLA performance in

Qualifikationen

• ITIL v3/v4 knowledge and ITSM framework understanding.
• Experience designing and improving ITSM processes: Incident, Problem, Change, Release, Knowledge, CMDB, Service Catalog.
• Facilitate workshops, gather requirements, and create RACI matrices and SOPs.
• Ability to monitor KPIs/SLAs and drive continual service improvement.

Aufgaben

• Design and implement ITSM processes (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, Asset).
• Create process models, workflows, and SOPs aligned to ITIL/ISO 20000.
• Conduct maturity assessments, gap analyses, and CSI initiatives.
• Collaborate with stakeholders and ITSM tool teams to translate requirements into workflows and configurations.

Kenntnisse

ITIL knowledge

Stakeholder management

Process design

Workshop facilitation

CSI/continual improvement

Requirements gathering

Governance & compliance

Metrics & reporting

Tools

ServiceNow

BMC Remedy

Cherwell

Jira Service Management

Jobbeschreibung

SFE is seeking an ITSM Consultant to design, implement, and continuously improve enterprise IT service management processes. The role focuses on Incident, Problem, Change, Service Catalog, CMDB, Knowledge, Release, and Asset Management, ensuring alignment with ITIL v3/v4 and ISO 20000, with close collaboration across service owners and IT teams.

The candidate will develop process models, RACI matrices, governance standards, and KPI dashboards, while driving CSI and optimizing SLA performance in