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ITSM Consultant
Job Location:
Job Location:
Richmond, VA - USA
Yearly Salary:
USD 100000 - 140000
Yearly Salary:
Posted:
9 October 2026 (13 hours ago)
Posted:
Application Deadline:
6 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Job Title: ITSM Consultant
Location: Richmond VA
Duration: : Fulltime
Salary Range-$100000-$140000 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 highquality dashboards and management reports.
Location: Richmond VA
Duration: : Fulltime
Salary Range-$100000-$140000 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 highquality dashboards and management reports.
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