ITSM Consultant
Remote · Ukraine
Job Summary
ITSM Consultant to assess and improve IT Service Management across multiple entities, drive CMDB data collection and governance, facilitate process adoption and ITIL-aligned practices, and coordinate vendor and programme activities in a multi-company environment. Responsibilities include ITSM maturity assessments across entities, evaluating incident/problem/change/request/knowledge processes, assessing ITSM tools and service desk operations, promoting ITIL best practices, supporting CMDB ownership and governance, discovery and asset management activities, and delivering adoption/awareness sessions while monitoring SLA performance and compliance. Preferred skills include ITIL 4 Foundation, ITIL transformation experience, ServiceNow familiarity, change-management experience, and programme coordination in international contexts.
Required Qualifications
- 3-5+ years of experience in IT Service Management
- Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes
- Experience supporting ITSM implementations, migrations, or transformation programmes
- Experience with CMDB implementation, data governance, or Configuration Management
- Experience facilitating workshops and stakeholder discussions
- ITIL 4 Foundation (required)
- Strong communication and stakeholder management skills
- Workshop facilitation and presentation skills
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