ServiceNow ITSM Consultant

At Red River Managed Services, we pride ourselves on creating an inclusive and supportive workplace where each employee feels valued and empowered to excel in their roles. Our culture promotes teamwork, informed decision-making, and innovation to deliver exceptional solutions for our clients.

We are looking for enthusiastic individuals who are adaptable, creative, and focused on client satisfaction. Our goal is to build a diverse team that thrives on collaboration and continuous growth through ongoing learning and constructive feedback.

As an ITSM Consultant, you will play a critical role in optimizing our IT Service Management (ITSM) practices. This position is essential for enhancing ITIL-aligned processes, improving operational performance, and advancing organizational maturity in Incident, Problem, Change, Request, Knowledge, and Service Catalog Management.

Key Responsibilities:

ITSM Strategy & Governance: Develop and implement the enterprise ITSM roadmap using ITIL best practices. Establish governance frameworks for effective process execution across teams.ITIL Process Leadership: Lead process ownership initiatives for Incident Management, Problem Management, Change Enablement, Request Fulfillment, Knowledge Management, and Service Catalog Management.Documentation, Standards & Service Taxonomy: Create and maintain ITSM documentation standards, including workflows, service definitions, and process guides that enhance clarity and effectiveness.Service Analytics & Performance Optimization: Build dashboards to track KPIs, SLA compliance, and operational efficiencies, using data to drive improvements.Cross-Functional Collaboration & Leadership: Partner with IT leadership and teams to align processes with organization needs and mentor teams in ITIL concepts and service management practices.Innovation & Automation: Identify and advocate for automation opportunities to enhance service delivery and user experience.Qualifications:

Required:

5+ years of ITSM or IT Operations experience in an ITIL environment.Active Secret Clearance.Strong grasp of enterprise IT environments and support models.Proven experience in ITIL process design and implementation.Familiarity with ITSM tools like ServiceNow or Salesforce Service Cloud.Exceptional skills in writing and documentation.A strong analytical mindset with experience in utilizing KPIs and metrics for decision-making.Preferred:

ITIL Expert or ITIL Master certification.Experience in leading advanced Knowledge Management programs.Background in call-center operations or large-scale enterprise support environments.Certifications in PMP, Lean Six Sigma, or Agile methodologies.Experience with automation and AI in service delivery.This is a great opportunity to join a company that values purpose, integrity, collaboration, and creativity. If you are passionate about service management and looking to make a difference, we invite you to apply and join our dedicated team! Please submit your resume and cover letter.

Red River offers a competitive salary and excellent benefits in a collaborative and innovative work environment. Join us in shaping the future of technology solutions!