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Job Role: ITSM Consultant
Location: Richmond, VA
Job Description:
Must Have Technical/Functional Skills
Certified with ITIL v3/v4 best practices and organizational objectives.
ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
Roles & Responsibilities
Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).
Ensure alignment with ITIL v3/v4 best practices and organizational objectives.
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.
Facilitate workshops, design thinking sessions, and process walkthroughs.
Support change adoption through training, documentation, and communication.
Participate in tool testing, UAT, and deployment activities.
Ensure tool capabilities are optimized to support process automation and governance.
Define and maintain process policies, templates, and reporting standards.
Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.
Evaluate trends and recommend corrective actions.
Create highquality dashboards and management reports.
Job Role: ITSM Consultant
Location: Richmond, VA
Job Description:
Must Have Technical/Functional Skills
Certified with ITIL v3/v4 best practices and organizational objectives.
ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.
Roles & Responsibilities
- ITSM Process Design & Implementation
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
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
Facilitate workshops, design thinking sessions, and process walkthroughs.
Support change adoption through training, documentation, and communication.
- ITSM Tools & Technology Alignment
Participate in tool testing, UAT, and deployment activities.
Ensure tool capabilities are optimized to support process automation and governance.
- Governance, Compliance & Documentation
Define and maintain process policies, templates, and reporting standards.
Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.
- Performance Monitoring & Reporting
Evaluate trends and recommend corrective actions.
Create highquality dashboards and management reports.