ITSM Process SME

The ITSM Process SME will lead the evaluation of Incident, Change, and Release Management processes, identifying areas for improvement and developing recommendations for process enhancements, automation, and tooling optimization.

Requirements

• Deep ITSM Process Expertise: Minimum 7+ years of significant hands-on experience and deep functional knowledge specifically within Incident Management, Change Management/Enablement, and Release Management in complex enterprise IT environments.
• ITIL Framework: Strong understanding and practical application experience of the ITIL framework, with a clear preference for ITIL 4 knowledge and certifications (ITIL 4 Foundation minimum; ITIL 4 Managing Professional or relevant Specialist modules highly desirable).
• Process Improvement & Design: Proven ability to analyze ITSM processes, identify improvement opportunities, and contribute to the design of optimized workflows. Experience with process mapping techniques.
• ITSM Tooling Experience: Significant experience working with and configuring major ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC Remedy/Helix, Cherwell) specifically for Incident, Change, and Release modules.
• Metrics & Analysis: Experience in defining, implementing, and analyzing ITSM KPIs and metrics for these specific process areas to drive insights and improvements.
• Assessment & Consulting Skills: Demonstrable experience conducting process assessments, maturity evaluations, or similar consulting engagements focused on ITSM.
• Stakeholder Management: Excellent interpersonal skills with the ability to effectively interview, facilitate workshops, and manage relationships with diverse stakeholders (technical teams, process owners, management).
• Communication: Strong written and verbal communication skills, capable of producing high-quality documentation and presenting complex information clearly and persuasively.
• Analytical Thinking: Strong analytical and critical thinking skills to evaluate processes objectively and identify root causes.

Benefits

• Per-diem
• Travel expenses