ITSM Process Governance Consultant
Job Summary
To enhance ticketing operations, the remote, contract-based ITSM Process Governance Consultant will standardize processes across multiple locations, partner with the PMO for governance improvements, and drive operational efficiency through data analysis and reporting.
Key Responsibilities
- Assess ticketing workflows, identify governance gaps, and standardize processes
- Analyze ticket data, SLA performance, backlog, escalations, and resolution quality
- Establish ticketing standards, compliance controls, and escalation procedures
Required Qualifications
- Strong experience in ITSM, service desk governance, or IT operations
- Hands-on experience with enterprise ticketing platforms; TeamDynamix preferred
- Knowledge of ITIL, incident management, SLA monitoring, and backlog management
- Experience establishing process standards across multiple locations or teams
- Ability to work independently and deliver results in a short-term engagement
Complete Job Description
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