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Principal Consultant - ITSM

Part Time

About The Role

As an ITSM Principal Consultant at our esteemed IT consulting company, you will be a key driver in delivering high-quality IT Service Management (ITSM) solutions and consulting services to our clients. Leveraging your expertise and industry knowledge, you will collaborate with clients, identify their ITSM needs, design customized strategies, and lead implementation efforts. Your role will involve shaping the ITSM landscape for businesses, optimizing processes, and fostering a culture of service excellence.


In this role, you'll get to perform ...

1. Client Engagement:

  • Engage with clients to understand their business objectives and ITSM requirements.

  • Conduct comprehensive ITSM assessments and gap analyses to identify opportunities for improvement.

  • Collaborate with clients to design tailored ITSM solutions that align with their goals and industry best practices.

2. ITSM Strategy and Planning:

  • Develop ITSM roadmaps and implementation plans that outline the steps required for successful deployment and adoption.

  • Advise clients on ITSM strategy, process optimization, and governance frameworks.

3. ITSM Implementation:

  • Lead and guide the implementation of ITSM solutions, including ITIL (Information Technology Infrastructure Library) best practices.

  • Configure and customize ITSM software tools to meet client-specific requirements.

  • Oversee the integration of ITSM solutions with existing IT systems and applications.

4. Process Design and Optimization:

  • Analyze existing ITSM processes and identify areas for improvement.

  • Design and document efficient and effective ITSM processes aligned with ITIL guidelines.

  • Conduct workshops and training sessions to promote process understanding and adoption.

5. Change Management and Adoption:

  • Develop change management strategies to ensure successful ITSM adoption across client organizations.

  • Facilitate communication and training programs to promote user buy-in and knowledge transfer.

  • Monitor the progress of ITSM initiatives and identify potential risks or obstacles.

6. Project Leadership:

  • Lead ITSM projects, overseeing timelines, resource allocation, and deliverables.

  • Collaborate with cross-functional teams to ensure successful project outcomes.

7. Thought Leadership:

  • Stay up-to-date with industry trends, best practices, and emerging technologies in the ITSM domain.

  • Share knowledge and expertise through thought leadership, whitepapers, and presentations.


On day one, we'll expect you to...

  • have 10+ years of progressive work with at least 3+ years of technical leadership experience

  • possess a Bachelor’s degree in Computer Science, Information Technology, or a related field

  • have a proven experience as an ITSM Consultant or similar role, ideally in an IT consulting firm

  • have a strong knowledge of ITSM frameworks, such as ITIL, COBIT, or ISO 20000

  • be proficient in implementing and customizing ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, etc.)

  • have experience in leading ITSM projects and managing client engagements

  • have excellent analytical and problem-solving skills with the ability to dissect complex issues

  • have strong interpersonal and communication skills to engage effectively with clients and internal team

  • be a US Citizen

  • be willing to work in US Pacific Time zone

  • be willing to work within client hours as needed

  • have a fully functional and up-to-date computer with which to perform duties

  • be willing to install next generation end point protection on the computer

Good To Have

  • ITIL certifications (e.g., ITIL 4 Foundation, ITIL Practitioner, etc.)

Our IT Consulting company offers a collaborative and innovative work environment, allowing you to make a significant impact on our clients’ ITSM practices. You’ll have the opportunity to work with diverse industries and contribute to enhancing the IT service delivery landscape across various organizations. If you are passionate about ITSM and possess the skills to drive transformation, we invite you to join our team and embark on a rewarding career journey.


  • Remote work setup with 5% chance of traveling per year

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