ITSM Consultant
Posted 1 month ago
You'll complete your application on Planit's career site.
About the Role
This international quality engineering and software testing organization focuses on enhancing software reliability, release speed, and user experience for major corporate clients. Working as an ITSM Consultant, you will support managed service operations or significant public sector agencies to manage essential IT service delivery. You will become part of an elite, client-focused group that utilizes advanced technology and artificial intelligence platforms to facilitate digital evolution. This position provides a chance to contribute to impactful initiatives and resolve intricate operational obstacles within a supportive, diverse workspace that prioritizes individual development.
Requirements
- You should have a minimum of 5 to 6 years of experience managing IT services within large-scale government or managed service settings.
- A formal ITIL certification is required, along with a comprehensive grasp of how Incident, Problem, Knowledge, and Change Enablement processes interrelate.
- You must be experienced in utilizing causal analysis techniques such as Ishikawa, 5 Whys, or Kepner-Tregoe.
- Proficiency with enterprise-level ITSM tools, specifically ServiceNow, is essential.
- You need to demonstrate high organizational standards, the capacity to operate autonomously, and effective skills in managing stakeholders.
- A current Baseline Security Clearance is a prerequisite.
- You must be able to interpret complex ITSM data, patterns, and operational reports, as well as maintain a strong foundational knowledge of application, infrastructure, and cloud technologies.
Responsibilities
- You will manage the distribution of IT services by coordinating Incident, Problem, and Knowledge management processes to achieve quantifiable results.
- You will be responsible for the end-to-end management of incidents, covering priority levels, escalation paths, and adherence to Service Level Agreements, while organizing Root Cause Analysis to foster technical resolution based on data.
- You will oversee all aspects of Problem Management, spanning the investigation process, the development of workarounds, and permanent resolutions.
- You will spearhead initiatives to capture organizational knowledge, including the creation and review of documentation, while discovering ways to implement shift-left and self-service strategies.
- You will chair incident debriefings and Root Cause Analysis sessions, ensure all documentation is ready for audit, and prepare operational reports to pinpoint hazards, patterns, and possibilities for ongoing process refinement.
Benefits & Perks
- You will be empowered to engage in significant projects and navigate difficult technical hurdles while applying modern tools and AI-driven platforms.
- You will join an inclusive, collaborative, and results-oriented environment that supports your professional advancement and encourages you to deliver meaningful business value through operational success.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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