ITSM Process Consultant

Job title: ITSM Process Consultant

Job Location:
Richmond, VA - Onsite

Job Type: Fulltime

Job Description:

Roles & Responsibilities

ITSM Process Design & Implementation

• Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
• Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
• Ensure alignment with ITIL v3/v4 best practices and organizational objectives.

Process Assessment & Optimization

• Conduct ITSM process maturity assessments and gap analyses.
• Identify process inefficiencies, bottlenecks, and improvement opportunities.
• Recommend enhancements to improve service quality, reduce incident volume, and optimize cycle times.
• Drive continual service improvement (CSI) initiatives.

Stakeholder Management & Workshops

• Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.
• Facilitate workshops, design thinking sessions, and process walkthroughs.
• Support change adoption through training, documentation, and communication.

ITSM Tools & Technology Alignment

• Work closely with ITSM tool teams (Service Now, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.
• Participate in tool testing, UAT, and deployment activities.
• Ensure tool capabilities are optimized to support process automation and governance.

Governance, Compliance & Documentation

• Establish process governance frameworks, KPIs, and performance dashboards.
• Define and maintain process policies, templates, and reporting standards.
• Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.

Performance Monitoring & Reporting

• Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).
• Evaluate trends and recommend corrective actions.
• Create high‑quality dashboards and management reports.