ITIL/ITSM Consultant

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