What are the responsibilities and job description for the Information Technology Service Management Consultant position at Odesus, Inc.?
ITSM Process Lead
Seeking an experienced ITSM Process Lead to drive the strategy, governance, and continuous improvement of enterprise IT Service Management processes across the global organization. This role will lead the design and optimization of ITIL-based practices within ServiceNow, ensuring scalable, efficient, and user-focused service delivery aligned to business goals.
Key Responsibilities
- Own and enhance core ITIL processes including Incident, Change, Problem, Request, Knowledge, and Service Level Management
- Lead ITSM governance, process standardization, compliance, and continuous improvement initiatives
- Partner with Technology teams to develop and maintain service catalogs, SLAs, KPIs, and operational dashboards
- Drive automation, self-service, and user experience improvements across IT support processes
- Establish and manage CMDB strategy and integration with ITSM workflows
- Conduct process audits and maturity assessments to identify gaps, risks, and optimization opportunities
- Deliver analytics, reporting, and actionable insights to leadership and global stakeholders
- Ensure ITSM processes are scalable, measurable, and aligned with business and operational objectives
Qualifications
- Deep expertise in ITIL frameworks and ITSM process transformation
- Strong hands-on experience with ServiceNow ITSM modules and workflow automation
- Proven background in process governance, operational excellence, and organizational change management
- Experience with business process design, systems analysis, workflow modeling, and requirements gathering
- Strong stakeholder management, communication, and influencing skills
- ITIL certification preferred
Salary : $70 - $80