Itsm Consultant

Description:

Raas Infotek is urgently seeking an experienced Information Technology Service Management Consultant to join their team in a remote, contract-based role. This position is ideal for seasoned IT professionals with a solid foundation in IT operations, service desk management, incident resolution, and enterprise-level ITSM frameworks. The successful candidate will assess current processes, propose strategic improvements, and help implement scalable ITSM solutions aligned with best practices.

Key Responsibilities:

• Analyze and assess current IT operational processes to identify inefficiencies or areas needing enhancement.

• Design, update, and implement ITSM processes, particularly Problem Management, Change Management, and Request Fulfillment workflows.

• Lead and advise on Critical Incident Management and Enterprise Monitoring strategies to ensure effective response and resolution.

• Collaborate with internal stakeholders to document current-state and develop future-state IT workflows.

• Review and refine outdated procedures, providing guidance on improvement strategies.

• Assist in IT service transition efforts to ensure stability and continuity of operations.

• Conduct workshops and training sessions to facilitate adoption of updated ITSM processes.

• Prepare detailed documentation and materials for RFPs related to L0–L2 support, monitoring, and ITSM services.

• Ensure compliance and alignment with ITIL best practices and company-wide goals.

• Promote and encourage process improvement adoption across technical and business teams.

Required Qualifications:

• Minimum 12 years of experience in IT operations and service management roles.

• Proven expertise in Service Desk and Level 2 application/desktop support.

• Strong command of ITSM frameworks including ITIL (v3 or v4 certification required).

• Proficiency in ITSM tools such as ServiceNow, BMC Remedy, SolarWinds, Dynatrace, and Datalog.

• Solid experience with ServiceNow reporting and dashboarding features.

• Hands-on experience with critical incident management and enterprise monitoring.

• Background in healthcare IT environments preferred.

• Knowledge of process automation and cloud-based ITSM solutions.

• Strong documentation, analytical, and communication skills.

Work Mode:

• Fully remote contract position

• Candidates are expected to share their updated resume along with rate expectations