ITIL / ITSM Consultant

About the opportunity:
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. 

Required Skills:

• 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 

Preferred Skills:

• Hands on experience applying ITIL and ITSM frameworks to business cybersecurity operations 
• Experience with data mapping and data governance for resource & demand management and forecasting functions for enterprise operations 

Required Education

• Bachelor's degree (BA/BS) from four-year college or university; or equivalent training, education, and work experience.
• Cybersecurity certifications such as CISSP, CISM, etc. 

Travel:

• Up to 10%

Qualifications:
To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
EEO/AA Statement:
New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status. 
In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.