ITSM Consultant

Job Title: ITSM Consultant

Location: Richmond, VA

Duration: : Fulltime

Salary Range-$100,000-$140,000 a year

Job Description: Roles & Responsibilities

ITSM Process Design & Implementation

Define, design, and implement ITSM processes such as Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge, Release, and Asset Management.

Develop process models, workflows, RACI matrices, and standard operating procedures (SOPs).

Ensure alignment with ITIL v3/v4 best practices and organizational objectives.

Process Assessment & Eligible to workimization

Conduct ITSM process maturity assessments and gap analyses.

Identify process inefficiencies, bottlenecks, and improvement opportunities.

Recommend enhancements to improve service quality, reduce incident volume, and Eligible to workimize cycle times.

Drive continual service improvement (CSI) initiatives.

Stakeholder Management & Workshops

Engage with IT stakeholders, service owners, business units, and SMEs to gather process requirements.

Facilitate workshops, design thinking sessions, and process walkthroughs.

Support change adEligible to workion through training, documentation, and communication.

ITSM Tools & Technology Alignment

Work closely with ITSM tool teams (ServiceNow, BMC, Cherwell, Jira Service Management, etc.) to translate process requirements into system workflows and configurations.

Participate in tool testing, UAT, and deployment activities.

Ensure tool capabilities are Eligible to workimized to support process automation and governance.

Governance, Compliance & Documentation

Establish process governance frameworks, KPIs, and performance dashboards.

Define and maintain process policies, templates, and reporting standards.

Ensure compliance with ISO 20000, ITIL, internal audit, and regulatory requirements.

Performance Monitoring & Reporting

Track and report ITSM KPIs and SLAs (MTTR, incident backlog, change success rate, etc.).

Evaluate trends and recommend corrective actions.

Create high‐quality dashboards and management reports.

Disclaimer: Diverse Lynx LLC is an Equal Opportunity Employer. All applicants and employees are evaluated without discrimination, based solely on their qualifications, ability, competence and performance. This email and its attachments may contain confidential or proprietary information and is intended only for the recipient(s). If you received this message in error, please disregard it and notify the sender. If you no longer wish to receive our communications, you may unsubscribe at any time.

Security Notice: Our official website is www.diverselynx.com We do not operate or authorize any other websites representing Diverse Lynx LLC.