Remote IT Service Management (ITSM) Consultant

Company: Naukri Mitra
Location: Remote
Salary: $130,000 per year

Job Description
Naukri Mitra seeks an experienced and dynamic Remote IT Service Management (ITSM) Consultant to join our growing team. We seek a dedicated professional with a strong background in IT service management who is passionate about helping organizations achieve operational excellence. As an ITSM Consultant, you will play a critical role in assisting our clients in designing, implementing, and optimizing their IT service management frameworks and processes. This position is perfect for individuals who are self-motivated, enjoy working remotely, and are enthusiastic about making an impact on clients' service delivery.

About Naukri Mitra
Naukri Mitra is a premier recruitment company specializing in placing talented professionals in top-tier industry positions. We are dedicated to connecting companies with candidates who align with their goals and values. At Naukri Mitra, we match talent with opportunity, creating an ideal fit for clients and candidates.

Key Responsibilities
As a Remote IT Service Management (ITSM) Consultant at Naukri Mitra, your core responsibilities will include:

1. IT Service Management Framework Design and Implementation
   • Collaborate with clients to understand their IT service management needs, analyze current service processes, and identify areas for improvement.
   • Design and implement ITSM frameworks aligned with best practices such as ITIL (Information Technology Infrastructure Library) to support clients in achieving their business objectives.
   • Develop comprehensive ITSM strategies, roadmaps, and policies covering service desk operations, incident management, problem management, change management, and service level agreements (SLAs).
2. Process Optimization and Improvement
   • Assess existing IT service processes to identify inefficiencies and develop process optimization solutions to improve service quality and operational efficiency.
   • Implement process improvement initiatives aligning with industry standards, ensuring clients achieve high-quality IT service delivery and end-user satisfaction.
   • Utilize metrics and key performance indicators (KPIs) to measure the effectiveness of ITSM processes and continuously recommend improvements.
3. IT Service Management Tool Configuration and Support
   • Work with clients to select, configure, and deploy ITSM tools that best fit their organizational needs, including platforms like ServiceNow, BMC Remedy, etc.
   • Assist clients with configuring ITSM tools, ensuring alignment with ITIL best practices and client requirements.
   • Provide guidance and support for the practical use of ITSM tools, ensuring that clients have the necessary knowledge to use them to improve service management.
4. Stakeholder Engagement and Training
   • Engage with key stakeholders to gather requirements, present recommendations, and ensure buy-in for ITSM initiatives.
   • Conduct workshops and training sessions for clients' IT teams to educate them on ITSM processes, best practices, and the effective use of ITSM tools.
   • Provide stakeholders with regular updates and reports outlining progress, successes, areas of concern, and recommendations for further improvements.
5. Incident, Problem, and Change Management
   • Assist clients in establishing robust incident, problem, and change management processes to minimize disruptions and ensure seamless IT service operations.
   • Develop change management workflows, evaluate risk, and guide clients in reducing the risks associated with IT infrastructure changes.
   • Implement best practices for root cause analysis and problem resolution to reduce incidents and improve service availability.

Required Skills and Qualifications
To excel in this role, you should possess the following skills and qualifications:

• Bachelor's Degree in Information Technology, Computer Science, or a related field: A relevant advanced degree or ITSM certification (e.g., ITIL, COBIT, PMP) is highly preferred.
• Proven experience as an IT Service Management Consultant or ITIL Expert: A minimum of 5 years of experience in IT service management, consulting, or a similar role is required.
• In-depth understanding of ITIL and ITSM best practices: Strong understanding of ITIL v3 or v4, IT service processes, and service lifecycle management.
• Proficiency in ITSM tools: Experience with ITSM platforms such as ServiceNow, BMC Remedy, Cherwell, or others is a must.
• Excellent communication and interpersonal skills: Ability to communicate effectively with stakeholders at all levels and present complex technical concepts in non-technical terms.
• Problem-solving mindset: Strong analytical skills in identifying solutions to improve IT services and mitigate risks.
• Project management experience: Proven ability to manage IT service management projects, ensuring they are delivered on time and within scope and budget.
• Self-motivated and able to work independently: Strong organizational skills, with the ability to manage multiple priorities and deliverables while working remotely.

Preferred Qualifications
• Certifications: ITIL v4, Project Management Professional (PMP), Certified Information Systems Auditor (CISA), or similar certifications.
• Experience working with global clients: Ability to manage IT service delivery for clients across multiple time zones and regions.
• Experience in cloud environments: Familiarity with ITSM best practices in cloud environments, including cloud infrastructure management.

Benefits
Naukri Mitra offers a competitive compensation package, including:

• Remote Work Flexibility: You can work from home, and your flexible schedule promotes work-life balance.
• Professional Development: Access to training and certification programs to help you stay current with industry trends and develop new skills.
• Collaborative Work Environment: Join a diverse and inclusive team where your ideas are valued and your contributions make a real impact.
• Comprehensive Benefits Package includes health coverage options, wellness initiatives, and other perks to support your overall well-being.

Why Join Naukri Mitra?
• Work with Leading Clients: At Naukri Mitra, you can work with a diverse portfolio of clients, ranging from startups to established enterprises, gaining valuable experience and exposure to different industries.
• Empowering Work Culture: We empower our consultants by providing them with the tools and resources they need to excel in their roles and deliver outstanding service to our clients.
• Growth and Learning Opportunities: Naukri Mitra is committed to fostering a culture of continuous learning. We provide our team members opportunities to grow professionally, stay updated with the latest ITSM methodologies, and advance their careers.

How to Apply
We encourage you to apply if you are a talented IT service management professional looking to make a significant impact and grow your career. Join Naukri Mitra and become an integral part of a team shaping the future of IT service management for clients worldwide.