ITSM Consultant III

About the role

The ITSM Consultant III will guide and support the implementation, execution, and maintenance of designated IT Service Management processes. Working as an individual contributor, the consultant collaborates cross‑functionally to ensure processes align with business needs and industry best practices.

Key responsibilities

• Document process and service requirements, acceptance criteria, and create release notes, training materials, and repository documentation.
• Assist in developing and implementing performance metrics and measurement tools with IT functions.
• Participate in the development, documentation, maintenance, and auditing of ITSM processes, procedures, and workflows under senior guidance.
• Research business needs and industry best‑practices to identify gaps in existing processes and services.
• Collaborate with service and process managers to ensure alignment and synergy across initiatives.
• Provide user support to ensure proper execution of processes and services.
• Analyze and validate process and performance metrics, escalating deficiencies according to policy.
• Support negotiation of statements of work with service providers for ITSM tools and services.

Required profile

• Demonstrated ability to meet deadlines while following established procedures and policies.
• Strong collaboration skills, including cross‑functional teamwork and effective communication of progress.
• Proactive self‑development mindset, sharing knowledge and seeking feedback.
• Attention to detail in documenting processes, metrics, and audit findings.
• Ability to investigate performance deviations and recommend improvements.

Required skills