ITSM Process Governance Consultant || 100% Remote role

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I have an urgent position. Kindly go through the Job description and let me know if this would be of interest to you.

Job Title: Ticketing Process Governance Consultant

Location: 100% Remote role (Denver, CO)

Duration: 3+ Months Contract

****While sharing resume mention consultant location and visa status***

Job Description:

Role Overview:

Company is reimagining and standardizing its network ticketing and activity management processes across 20 ski resorts. Today, ticketing practices vary by resort, creating limited visibility into service quality, network system administration performance, compliance, and operational consistency. Client is seeking a consultant to work alongside its PMO to review, govern, monitor, analyze, report on, and help enforce standardized ticketing processes using its enterprise TeamDynamix platform.

The consultant will help establish a structured feedback loop, strengthen compliance, improve management visibility, and support decision-making as Alterra evaluates centralized operations and potential outsourcing options.

Key Responsibilities

Partner with clients' PMO to assess current ticketing workflows, governance gaps, and process variation across all resorts.

Review Team Dynamix ticketing activity to identify trends, bottlenecks, compliance issues, quality concerns, and operational risks.

Define and document centralized standards for ticket creation, routing, prioritization, escalation, resolution, closure, and reporting.

Monitor adherence to ticketing processes and establish mechanisms to encourage and enforce compliance across distributed resort teams.

Create recurring reports and dashboards that provide visibility into ticket volume, aging, SLA performance, resolution quality, backlog, and team accountability.

Develop a feedback loop between resort teams, network administrators, PMO stakeholders, and leadership to drive continuous improvement.

Support governance routines, including process reviews, operational check-ins, issue escalation, and executive updates.

Provide analysis and documentation to inform future centralization and potential outsourcing decisions.

Required Skills and Experience

Strong experience with IT service management, ticketing operations, service desk governance, or network operations process management.

Hands-on familiarity with enterprise ticketing platforms; TeamDynamix experience is strongly preferred.

Ability to analyze ticket data, identify process issues, and translate findings into actionable operational recommendations.

Experience defining and enforcing process standards across distributed or federated operating environments.

Working knowledge of SLA management, escalation models, incident/request workflows, backlog management, and operational reporting.

Strong stakeholder management skills, including the ability to work with PMO teams, technical administrators, resort operations teams, and senior leaders.

Excellent documentation, reporting, and presentation skills.

Ability to operate independently in a short-term, high-impact consulting engagement.

Preferred Qualifications

Experience in multi-site operations, hospitality, travel, resort, retail, or other distributed service environments.

Background supporting IT operations centralization, shared services design, managed services transition, or outsourcing assessment.

Familiarity with ITIL-aligned practices, especially incident management, request fulfillment, problem management, and continual improvement.

Experience building operational dashboards or reports using ticketing-system data.

Recommended Seniority

Best-fit seniority: Senior Consultant / Lead Consultant / ITSM Process Governance Consultant.

This role should be staffed by someone senior enough to operate independently, influence stakeholders across multiple locations, challenge inconsistent practices, and create executive-ready reporting. The need is less for a junior ticket analyst and more for a process governance lead with strong IT operations, PMO, and compliance-management experience.

Success Measures

Clear baseline understanding of current ticketing practices across resorts.

Documented ticketing standards and governance expectations.

Improved visibility into ticket quality, aging, backlog, SLA adherence, and compliance.

Recurring operational reporting and feedback loop established.

Actionable recommendations for centralization and potential outsourcing.

Thanks & Regards,

Abhishek Yadav

DMS Vision Inc. | http://dmsvisions.com/

4645 Avon Lane, Suite 210, Frisco, TX 75033

Email:

abhishek@dmsvisions.com