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ITSM Consultant (ID#4839)

Canada (Remote) Time

New Value Solutions, a national IT consulting company, is seeking an ITSM Consultant to conduct a comprehensive IT Service Management (ITSM) Maturity Assessment. This assessment will evaluate the maturity level of the ITSM processes and practices, with additional insight on the ServiceNow implementation.

The primary objective of this initiative is to identify areas for improvement and develop a strategic roadmap for achieving higher levels of ITSM maturity.
Responsibilities: 
 
  • Conduct a thorough analysis of the existing ITSM framework, including process documentation, performance metrics, and stakeholder interviews.
  • The assessment will cover key ITSM domains such as incident management, problem management, change management, and service request management.
  • Evaluate the effectiveness of the ServiceNow platform in supporting these processes and recommend enhancements to optimize its utilization.
  • Provide a detailed report outlining the maturity of the ITSM processes, identified gaps, and actionable recommendations for improvement.
  • Deliver a roadmap planning workshop aimed at preparing an ITSM program plan with the ITSM program leadership team and other key program, project, and process stakeholders.
Scope of Work:
 
  • Initial Assessment and Planning.
  • Leadership Engagement.
  • Survey Participant Orientation.
  • ITSM Process Evaluation.
  • Maturity Assessment.
  • Recommendations and Roadmaps.
Requirements: 
 
  • A deep understanding and extensive knowledge of IT Service Management frameworks and best practices, including ITIL, LEAN and COBIT.
  • Expertise in ServiceNow.
  • Demonstrated experience in conducting ITSM maturity assessments for organizations of similar size and complexity.
  • Strong analytical and problem-solving skills to evaluate current ITSM processes, identify gaps, and provide actionable recommendations.
  • Experience in managing and delivering ITSM projects, including the ability to develop and execute strategic roadmaps for ITSM improvement.
  • Excellent communication and interpersonal skills to effectively engage with stakeholders, conduct interviews, and present findings and recommendations.
  • Relevant certifications such as ITIL Expert, ServiceNow Certified Implementation Specialist, or other ITSM-related credentials.
If you have this expertise, and are able to work in Canada, please submit your resume. While we thank all candidates in advance for their application, only those candidates who are shortlisted will be contacted.
ID# 4839
The hourly rate range for this position is $65 – $90, with the final rate based on consultant experience and fit for the role.
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