Remote IT Service Management Consultant

Summary

Join our team as an ITSM Consultant and participate in the implementation of an IT Service Management project, streamlining and harmonizing IT processes. You will manage the project from planning to go-live, ensuring that the ITSM solution aligns with our organization's IT service delivery objectives and improves the overall efficiency of IT operations.

Responsibilities

• Work closely with clients to gather business requirements, assess current processes, and recommend ITSM improvements
• Design, configure, and customize ServiceNow and Jira workflows to meet business needs
• Develop and configure ServiceNow workflows, user interfaces, business rules, notifications, and reporting
• Connect ServiceNow with third-party tools and platforms
• Implement Jira Service Management (formerly Jira Service Desk) to support ITSM functions such as service request management, incident tracking, and task automation
• Configure Jira projects, issue types, custom fields, workflows, screens, permissions, and notifications to support ITSM workflows
• Set up Jira automation rules and connectivity with other tools like Confluence, Bitbucket, or CI/CD systems
• Analyze existing IT service management processes and identify areas for improvement and automation
• Provide strategic guidance on how to streamline workflows and enhance service delivery
• Engage with clients and stakeholders to understand their business needs and provide solutions that meet both current and future requirements
• Develop detailed technical and process documentation for ServiceNow and Jira implementations
• Create custom reports and dashboards within ServiceNow and Jira to provide insights into service performance and operational efficiency
• Connect ServiceNow and Jira with other enterprise systems
• Develop automation scripts or leverage APIs to automate repetitive tasks and improve system performance
• Ensure ITSM solutions adhere to organizational policies and compliance requirements, including IT governance, security standards, and data privacy regulations
• Monitor and audit ServiceNow and Jira environments to ensure optimal performance and security