Bachelor's degree in IT, business, or related field
10+ years of relevant experience
Proven ITSM Consultant experience
In-depth knowledge of ITSM frameworks (ITIL, ISO 20000-1, COBIT)
Strong understanding of IT operations and service management
Experience with ITSM tools (ServiceNow, BMC Remedy)
Excellent problem-solving and communication skills
Permanent U.S. residency or Green Card required
Ability to obtain Public Trust/Security Clearance
Responsibilities
Assess and analyze current ITSM processes for improvement
Design and implement ITSM frameworks based on best practices
Collaborate with stakeholders to gather requirements
Develop and maintain ITSM documentation
Provide guidance for ITSM tool implementation
Conduct training sessions on ITSM processes
Monitor IT service performance and compliance
Facilitate continuous improvement initiatives
Benefits
Remote work flexibility
Opportunity to work with a motivated team
Engagement with industry best practices
Professional development through training and workshops
Potential for career advancement in ITSM
Full Job Description
IT Service Management (ITSM) Consultant
Remote / Local to Washington, DC Metro Area
Overview:
Softtek Government Solutions is seeking a highly motivated and experienced IT Service Management (ITSM) Consultant to join our team. You will be responsible for analyzing, designing, (re-) architecting, transforming, and developing IT Service Management business processes. In this role, you will work closely with other ITSM consultants, stakeholders, business analysts, and ServiceNow architects to design ITSM solutions.
Responsibilities:
Assess and analyze current IT service management processes and identify areas for improvement and ensure alignment with best practices.
Design and implement ITSM frameworks and processes based on best practices such as ITIL, CMMI, ISO 20000-1, and COBIT.
Collaborate with stakeholders to gather requirements and ensure alignment with business objectives.
Develop and maintain ITSM documentation, including process maps, procedures, and policies.
Provide guidance and support for ITSM tool implementation and configuration.
Conduct training sessions and workshops to educate staff on ITSM processes and best practices.
Monitor and report on IT service performance, ensuring compliance with SLAs and other metrics.
Facilitate continuous improvement initiatives to enhance IT service delivery and customer satisfaction.
Stay current with industry trends and advancements in IT service management.
Qualifications:
Bachelor's degree in information technology, business, or a related field.
10+ years of direct related experience
Proven experience as an ITSM Consultant or similar role.
In-depth knowledge of ITSM frameworks and standards, such as ITIL, ISO 20000-1, COBIT, and others.
Strong understanding of IT operations and service management processes.
Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
Excellent problem-solving skills and the ability to work independently and as part of a team.
Strong communication and interpersonal skills.
Permanent Residence/Green Card allowed (must live in the USA)
