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ITSM Consultant

3 months ago

Chicago, United States The Judge Group Full time

ITSM Consultant

Contract to Hire

Hybrid: Chicago, IL (3 days a week on-site)



Responsibilities:

  • Review and streamline the existing Service Request catalog.
  • Develop and implement ServiceNow Employee Center, utilizing the streamlined catalog.
  • Manage IT Service Management Knowledge and Service Request processes, focusing on effectiveness, efficiency, and responsiveness to customer issues and operational needs while ensuring adherence to policies, procedures, and controls.
  • Provide training materials for Service Request Content Owners (SRO) and Service Request Requesters (SRR) to ensure ongoing process compliance and adherence to controls.
  • Coordinate and facilitate discussions and working sessions between SROs and Incident Managers, ensuring a thorough understanding of requirements.
  • Consult with SROs to enhance the Service Request Catalog, Service Portal, and Employee Center.
  • Collaborate with SROs on applicable procedures, job aids, process flows, and controls supporting Service Request and Knowledge Management processes.
  • Develop, monitor, and report Key Performance Indicators (KPIs) related to compliance with senior management.
  • Drive continuous improvement through trend reporting analysis and metrics management.
  • Continuously enhance processes and corresponding IT Service Management (ITSM) modules.
  • Coordinate with other ITIL Process Owners.



Skills and Experience Required:

  • Experience with ServiceNow (required).
  • Proficiency in ServiceNow Employee Center Unified Portal (required).
  • Effective collaboration and communication across multiple stakeholders to maintain an efficient platform adhering to governance standards.
  • Familiarity with Microsoft Office desktop tools (Project, Word, Excel).
  • Experience with Atlassian tools (JIRA, Confluence).
  • Knowledge of various data interpretation techniques.
  • Familiarity with Agile methodologies and concepts.
  • Understanding of ITIL modules (e.g., Incident, Problem, Change, Config, Release, Service Portal, Knowledgebase).
  • Ability to follow regulatory documentation procedures and requirements.