Information Technology Service Management Consultant

Full-time - Senior

Remote - Seattle, WA

Professional, Scientific, and Technical Services

About the position

As a Senior IT Service Management (ITSM) Consultant at Arganteal, Corp., you will be instrumental in guiding our clients through the complexities of IT Service Management strategies and implementations. This role is designed for a highly experienced professional with a robust understanding of ITIL frameworks, who can leverage their expertise to optimize and enhance IT service delivery processes. Your contributions will be pivotal in helping clients achieve operational excellence, improve service quality, and ultimately increase customer satisfaction. In this remote position, you will collaborate closely with clients to understand their unique business objectives and IT service management needs. You will analyze existing processes, identify areas for improvement, and implement best practices while training client staff in formal ITSM methodologies. Your role will also involve providing expert guidance on ITIL best practices and frameworks, ensuring that clients are equipped with the knowledge and tools necessary for effective IT service management. You will assess current IT service management processes, design and implement ITIL-based processes for incident management, problem management, change management, and service desk operations. Additionally, you will develop metrics and KPIs to measure the effectiveness of these processes, ensuring that clients can track their progress and make informed decisions. As a project manager, you will lead customer-facing ITSM projects from initiation to completion, coordinating with cross-functional teams to deliver solutions on time and within budget. Your responsibilities will also include conducting training sessions and workshops to educate client teams on ITIL frameworks and best practices, as well as creating detailed documentation of ITSM processes, procedures, and policies.

Responsibilities

• Collaborate with clients to understand their business objectives and IT service management needs.
• Analyze existing processes and identify areas for improvement.
• Implement best practices and train staff in formal ITSM methodologies.
• Provide expert guidance on ITIL best practices and frameworks.
• Assess current IT service management processes and identify areas for improvement.
• Design and implement ITIL-based processes for incident management, problem management, change management, and service desk operations.
• Develop metrics and KPIs to measure the effectiveness of ITSM processes.
• Lead customer-facing ITSM projects from initiation to completion, ensuring timely delivery and adherence to project scope and budget.
• Coordinate with cross-functional teams to implement ITSM solutions.
• Prepare and present project status reports to stakeholders.
• Conduct training sessions and workshops to educate client teams on ITIL frameworks and ITSM best practices.
• Provide ongoing support and mentorship to client staff.
• Create detailed documentation of ITSM processes, procedures, and policies.
• Generate comprehensive reports on IT service performance and improvement initiatives.

Requirements

• Minimum of 10 years of experience in IT Service Management.
• Proven track record of implementing ITIL frameworks in diverse environments.
• Extensive experience in process improvement and optimization.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Expert certification or equivalent.
• Strong knowledge of ITIL frameworks and best practices.
• Excellent project management skills with the ability to manage multiple projects simultaneously.
• Outstanding analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and remotely.
• Familiarity with ITSM tools such as ServiceNow, BMC Remedy, or similar.
• Proficient in using project management software and tools.

Nice-to-haves

• Master's degree in Information Technology, Business Administration, or a related field.
• PMP, Six Sigma, or other relevant certifications.
• Experience in diverse industries such as healthcare, finance, manufacturing, or telecommunications.

Benefits

• Competitive salary range of $151K - $191K per year.
• Remote work flexibility.
• Opportunity to work with a leading provider of IT professional services.