ITIL ITSM Consultant

December 6

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Airitos, LLC

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2 - 10 employees

🔐 Security

Description

• We are seeking an experienced resource that is an expert in ITIL (Information Technology Infrastructure Library / ITSM (Information Technology Service Management) consultant to provide support for a key enterprise initiative related to the further development, alignment and enhancement of an Operational Framework. • This is a 6-month remote project. • Primary Duties: Work with enterprise teams to develop, align and enhance an operational framework including operational standards, roles and responsibilities, service menus, cost models, metric development and a roadmap.

Requirements

• 3 – 5 years experience with ITIL v4 and ITSM for end-to-end processes • Hands on experience developing robust enterprise level operationalization frameworks • Hands on experience applying ITIL framework to IT Security operations • Experience in agile and product-based agile frameworks including DevOps processes • Ability to incorporate industry standards into operationalization framework • Experience developing RACI models • Experience developing Operations Service Menus • Ability to develop cost models aligned to service menus • Ability to develop metrics aligned to SLAs/SLOs and KPIs • Experience designing continuous improvement feedback process controls • Experience automating tasks especially in a demand intake capacity • Ability to align IT security goals with IT and business goals • IT and / or IT Security Process engineering experience • Experience translating business objectives to implementation priorities • Experience with ServiceNow for implementation of ITSM processes for enterprise business functions • ITIL Certification • Excellent analytical skills • Ability to leverage existing documentation • Collaborative team worker – both in person and virtually using MS Teams or similar • Excellent documentation skills; demonstrated proficiency in Microsoft Office including Word, Excel and PowerPoint • Ability to work as liaison between business and information security / information technology • Flexibility to accommodate working across different time zones • Excellent interpersonal communication skills with strong spoken and written English • Business outcomes mindset • Solid balance of strategic thinking with detail orientation • Self-starter, ability to take initiative • Project management and organizational skills with attention to detail