IT Support and Governance Specialist Consultant
Core
Design and implement IT service support models, governance processes, and operational continuity frameworks for organizations.
Role type
Senior IT Support and Governance Specialist Consultant
Builds
ITIL/COBIT-based service structures, SLAs, operational indicators, and support transition protocols
Domain
IT Service Management (ITSM) and IT Governance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
ITIL and COBIT framework expertise, incident and problem management, service catalog design, SLA definition, root-cause analysis, SQL querying, log analysis, ITSM tool configuration, stakeholder facilitation, process documentation, operational readiness assessment
Preferred skills
Observability, SRE, DevOps, operational automation, ServiceNow, Jira Service Management, BusinessMap, ITIL/COBIT certifications, experience in regulated environments
Technologies
ServiceNow, Jira Service Management, BusinessMap, SQL, ITSM platforms
Responsibilities
Diagnose application support models and identify operational gaps; Design and implement ITIL/COBIT-based processes for incident, problem, change, and knowledge management; Structure service catalogs, SLAs, and responsibility matrices; Assess application integrations for supportability and monitoring; Define criteria for transitioning projects to ongoing support; Establish governance routines and operational indicators; Validate support models through pilots; Facilitate workshops and knowledge transfer sessions
Seniority
Senior, hands-on IC
