ITSM Process Consultant

Role: - ITSM Process Consultant
Location: Bridgewater NJ or Plano, TX (Hybrid)
Fulltime – Salary ($150K PA) Don't stop profiles on salary
Indent: PSL308526-16-1

Job Description
The ITSM Process Consultant is responsible for designing, assessing, improving, and governing IT service management processes that support reliable, efficient, and business-aligned service delivery. This role works closely with IT leadership, service owners, support teams, platform administrators, and business stakeholders to define process standards, drive ITIL-aligned practices, improve operational performance, and enable continual service improvement. The consultant translates business and operational requirements into practical process frameworks, workflows, controls, metrics, and documentation across core ITSM disciplines such as Incident, Problem, Change, Request, Knowledge, Service Catalog, Asset, Configuration, and Release Management.

Key Responsibilities

• Lead the design, review, and optimization of ITSM processes aligned with business objectives, service delivery goals, and ITIL best practices.
• Assess current-state service management processes, identify gaps, inefficiencies, control weaknesses, and improvement opportunities, and define future-state process models.
• Develop and maintain process documentation including policies, procedures, workflows, process maps, RACI matrices, work instructions, and governance standards.
• Drive implementation and continuous improvement of core ITSM processes such as Incident, Problem, Change Enablement, Service Request, Service Catalog, Knowledge Management, Release Management, Configuration Management, and Asset Management.
• Lead and support solutioning activities for RFPs, solution defense, and large-scale transition and transformation programs.
• Partner closely with Presales and Sales teams to support both new and existing business opportunities.
• Partner with service owners, operations teams, engineering teams, and platform administrators to translate process requirements into tool configurations and workflow automation within ITSM platforms such as ServiceNow, Freshdesk, Jira Service Management, or similar tools.
• Define process controls, approval models, escalation paths, and compliance checkpoints to improve service quality, reduce operational risk, and support audit readiness.
• Establish and monitor KPIs, SLAs, OLAs, and process health metrics such as incident backlog, first-call resolution, mean time to restore service, change success rate, request fulfillment cycle time, and problem resolution effectiveness.
• Analyze performance trends, recurring incidents, service bottlenecks, and customer pain points, and recommend corrective and preventive actions.
• Facilitate workshops, stakeholder interviews, and process walkthroughs to gather requirements, validate operating models, and build alignment across technical and business teams.
• Support organizational change management by preparing communications, training materials, knowledge articles, and adoption plans for new or revised ITSM processes.
• Ensure ITSM processes align with enterprise governance, risk, security, and compliance requirements, including internal controls and relevant standards such as ITIL and ISO/IEC 20000 where applicable.
• Participate in service transition activities to ensure new or changed services are supported by clear operational processes, service support models, and ownership structures.
• Provide expert guidance on process integration points across service desk, infrastructure, application support, operations, vendor management, and business relationship management functions.
• Promote standardization, automation, and simplification of service management processes to improve user experience, operational efficiency, and service reliability.
• Prepare executive and operational reports that communicate process maturity, performance trends, risks, and improvement progress to leadership and stakeholders.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field; equivalent practical experience may be considered.
• 10+ years of experience in IT service management, IT operations, service delivery, process consulting, or related roles.
• Proven experience designing, implementing, or improving ITSM processes in enterprise environments.
• Strong working knowledge of ITIL principles and ITSM lifecycle practices, including service design, transition, operation, and continual improvement.
• Hands-on experience with one or more ITSM platforms such as ServiceNow, BMC Remedy, Ivanti, Cherwell, or Jira Service Management.
• Experience defining process metrics, dashboards, SLA frameworks, and operational reporting.
• Ability to facilitate stakeholder discussions, document requirements, and convert business needs into practical service management processes.
• Strong analytical, problem-solving, and process-mapping skills with the ability to evaluate current-state operations and recommend improvements.
• Excellent written and verbal communication skills with the ability to present clearly to technical teams, process owners, and leadership audiences.
• Experience working in cross-functional environments involving service desk, infrastructure, applications, security, and vendor teams.

Preferred Qualifications

• ITIL Foundation, ITIL 4 Managing Professional, or other relevant ITSM certification.
• Experience leading ITSM transformation, process maturity assessments, or service improvement initiatives.
• Knowledge of COBIT, ISO/IEC 20000, Lean, Six Sigma, or other governance and process improvement frameworks.
• Experience with workflow automation, service portal design, catalog management, or knowledge-centered service practices.
• Familiarity with CMDB concepts, service mapping, asset lifecycle management, and release governance.
• Experience supporting audit, compliance, or regulated operational environments.
• Project management or business analysis certification is a plus.

Skills and Competencies

• Deep understanding of ITSM process design, governance, and continual service improvement.
• Strong consulting mindset with the ability to influence stakeholders and drive process adoption.
• Excellent facilitation, workshop management, and requirements elicitation skills.
• Strong documentation skills, including the creation of SOPs, process maps, operating procedures, and governance artifacts.
• Ability to balance standardization with practical business and operational needs.
• Data-driven decision-making skills with the ability to interpret performance metrics and recommend targeted improvements.
• Strong organizational and time management skills, with the ability to manage multiple initiatives and priorities.
• Ability to work independently while collaborating effectively across geographically distributed teams.
• Strong customer-service orientation and commitment to service quality and user experience.