Job Description

Thank you for taking time to stop by and take a look at the IT Service Management role I posted here on LinkedIN, I appreciate it.

If you have read my JD's before, you will know that I am a real live human writing this...no Bots, no AI. I also like to add some humor to these things. I realized, quite a while ago, that looking for work is about as fun as getting your teeth pulled...so, I try to make the process a little easier.

This role is being done in a hybrid manner where you will be working - primarily - remotely with travel for those important discussions being done onsite in Deerfield Beach Florida.

For this role, I can only work with US Citizens or Green Card Holders. In addition, I am not working with external vendors to source candidates for this role. So, for the love of all that is good and pure...if you are an external vendor, do not call me 20 times saying 'you have an ideal candidate'.

This is a contract role that will go for about 3 months.

For this role, you will be managing 2-3 other ITSM professionals. These other individuals reside offshore. These individuals will also be more junior in terms of their skillsets. You also will have a PM that will take care of non-technical aspects of this project. So, you won't be the only one doing all the work...

You will be the person will also be the “in front” of the this client's customers, so you will need some skills in navigating a conversation, and taking the lead on preparing stakeholders and leading presentations/meetings.

Over these 3 months, here are some of those nifty and key things you will be working on:

• Conduct initial gap analysis on service levels and processes.
• Develop a Service Level Objective (SLO) framework.
• Establish performance metrics and boundaries for monitoring SLOs in ServiceNow.
• Implement best practices for ticket quality across resolver groups.
• Perform a gap analysis for SLO attainment over the past year.
• Review defects and create actionable insights.
• Establish escalation actions and performance impacts for SLO breaches.
• Develop customer service engagement standards and Shift Left procedures.
• Document and index all processes and procedures.
• Produce a prioritized list of improvement opportunities.

Here are the main things we would need in terms of experience (rather than having a zillion bullet points, I wanted to pear things down to the real gotta haves):

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT Service Management.
• ITIL V4 Master Certified Level 4 Process Consultant. (this is a gotta have)
• Proven experience in conducting ITSM assessments and developing roadmaps. This should also include PM skills to execute on this roadmap.
• Strong analytical and problem-solving skills. This leads to something really important for this role...we need pretty deep process optimization experience for this role to be a fit. You will be analyzing & improving ITSM processes.
• ITSM Best Practices: Deep understanding of ITIL and HDI best practices.
• ServiceNow Expertise: Proficiency in ServiceNow Performance Analytics and reporting.
• Strong project management skills to lead and execute the roadmap.

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