IT Service Management (ITSM) ConsultantRemote / Local to Washington, DC Metro AreaOverview: 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)
- Able to obtain a Public Trust/Security Clearance
Preferred Qualifications:- ITIL certification (e.g., ITIL Foundation, ITIL Practitioner)
- Experience with CMMI Services, ISO 27001, ISO 9000, and SDI.
- Familiarity with risk management and compliance standards.
- Previous experience working for U.S. Social Security Administration (SSA) programs
