Service Management Consultant / ITSM Process Specialist
Core
Design, document, and embed IT Service Management (ITSM) processes aligned with ITIL 4 principles to enable reliable operations in complex enterprise environments.
Role type
Senior ITSM Process Consultant / Service Management Specialist
Builds
ITSM process frameworks, governance models, and operational roadmaps for enterprise clients
Domain
IT Service Management / Enterprise Operations
Required skills
ITIL 4 principles, process design, stakeholder facilitation, maturity assessment, SLA/KPI governance, ITSM tooling (ServiceNow), DevOps/SRE integration
Preferred skills
ITIL 4 Specialist/MP/SL certifications, SIAM experience, ServiceNow CSA, cloud platform exposure (AWS/Azure/GCP), automation/AIOps
Technologies
ServiceNow, ITIL 4, DevOps, SRE, AWS, Azure, Google Cloud
Responsibilities
Design and document ITSM processes (Incident, Problem, Change, etc.), facilitate workshops to gather requirements, assess current-state maturity, implement governance frameworks, collaborate on tooling alignment, drive process optimization in live environments
Seniority
Senior, hands-on IC
