ITSM Consultant / ITSM Process Expert

We are looking for an experienced ITSM Consultant / ITSM Process Expert to support the design and standardization of IT Service Management processes in a large, multi-company environment.The role is consulting and advisory focused, supporting ITSM implementation and helping define the future operating model aligned with ITIL 4.

Your responsibilities

• Analyzing current IT service management processes (as-is)

• Designing the target ITSM process architecture (to-be) aligned with ITIL 4

• Identifying process gaps and recommending improvements

• Defining process roles such as Process Owner, Process Manager, Service Owner

• Preparing guidelines for RACI, SLA, KPI and service reporting

• Participating in process workshops as a subject matter expert

• Translating process requirements into ITSM system requirements

• Advising on workflow configuration, forms, rules and integrations

• Supporting UAT testing and validation of system configuration

• Advising on integrations with systems such as SAP, monitoring tools, CMDB, IDM

• Supporting organizational readiness for go-live

• Recommending improvements and continuous service improvement (CSI)

Requirements

• Strong knowledge of ITIL 4 and ITSM practices

• 8–10 years of experience in IT Service Management roles

• Experience designing or optimizing ITSM processes

• Experience participating in ITSM tool implementations

• Knowledge of core ITSM practices:

  • Incident Management

  • Problem Management

  • Change Enablement

  • Request Fulfilment

  • Configuration Management (CMDB)

  • Service Catalog

  • Service Level Management

  • Knowledge Management

• Ability to design service processes and operating models

• Experience with process modeling (BPMN or UML)

Nice to have

• Experience with tools such as ServiceNow, Jira Service Management, BMC, Ivanti

• Experience working in large enterprise environments

• ITIL certification