Senior IT Service Management (ITSM) Process Consultant

Overview

We are seeking an experienced Senior ITSM Process Consultant to support enterprise-wide IT Service Management initiatives. This role is responsible for designing, optimizing, and implementing ITSM processes, facilitating stakeholder engagement, developing governance frameworks, and driving process adoption across the organization.

Responsibilities

- Design, evaluate, and improve IT Service Management processes, including Incident, Change, Problem, Knowledge, Configuration Management, IT Asset Management, and Service Catalog.
- Facilitate workshops, governance meetings, and stakeholder sessions to gather requirements and align on process improvements.
- Develop governance frameworks, process documentation, standards, and implementation roadmaps.
- Translate business and operational requirements into scalable process and technology solutions.
- Support ITSM maturity assessments, process adoption, organizational change, and continuous improvement initiatives.




- Collaborate with cross-functional teams to ensure successful implementation and ongoing optimization of ITSM practices.

Qualifications

- 10+ years of experience in IT Service Management, Business Process Improvement, Operational Excellence, or a related field.
- 5+ years of experience designing and implementing ITSM processes within enterprise environments.
- Experience working with enterprise ITSM platforms and workflow automation tools.
- Solid understanding of IT Service Management best practices and industry frameworks.
- Excellent communication, facilitation, stakeholder management, and documentation skills.
- Proven ability to work independently while leading initiatives from assessment through implementation.

Preferred Qualifications

- Relevant ITSM or process management certifications.
- Experience with configuration management, IT asset management, service catalog management, and other core ITSM disciplines.
- Experience supporting large-scale IT transformation or digital transformation programs.

📌 Business Architect (Winnipeg)
🏢 Alquemy
📍 Winnipeg