ITSM Consultant

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Supervise the provision of IT services within a managed service environment or a large government agency.

• Oversee Incident, Problem, and Knowledge activities to achieve measurable service outcomes.

• Cultivate strong relationships across the Service Desk, technical teams, suppliers, and customer stakeholders.

• Address inadequate operational practices while negotiating ownership and necessary actions.

• Manage the entire lifecycle of incidents, including priority and impact assessments, escalations, aged incidents, reassignments, Major Incident follow-ups, and SLA performance.

• Examine incident trends, recurring issues, and service degradation to pinpoint risks and opportunities for improvement.

• Coordinate Root Cause Analysis and push technical teams to deliver timely, evidence-based results.

• Direct Problems through investigation, identification of Known Errors and workarounds, remediation, change implementation, and closure.

• Create RCA and Problem Reports for operational and senior stakeholders.

• Oversee knowledge capture, article creation and review, quality control, lifecycle management, and identification of knowledge gaps.

• Recognize opportunities for shift-left, self-service, and knowledge reuse.

• Develop and evaluate ITSM metrics, trends, and operational reporting.

• Facilitate Incident reviews, Problem investigations, and RCA workshops.

• Ensure governance, hand-offs, traceability, and supporting evidence across Incident, Problem, Knowledge, and Change Enablement.

• Maintain precise and auditable ITSM records, acknowledging operational risks and escalating as necessary.

• Enhance process effectiveness, service quality, customer experience, and operational control.

⛳️ Requirements

• Minimum of 5-6 years of experience in overseeing IT service delivery within a managed service environment or large government agency.

• Recent experience in a comparable IT Service Management role, ideally in a managed services or outsourcing context.

• Practical expertise in Incident, Problem, and Knowledge Management.

• Strong capability to work autonomously, manage competing priorities, meet deadlines, and take initiative without continuous oversight.

• Excellent stakeholder management, facilitation, and influencing abilities.

• Profound understanding of Incident Management, encompassing lifecycle ownership, priority and impact assessment, escalation, aged incidents, reassignments, Major Incident follow-up, and SLA performance.

• Ability to analyze incident trends, recurring issues, and service degradation.

• Strong grasp of both proactive and reactive Problem Management.

• Experience in coordinating Root Cause Analysis and guiding technical teams to deliver evidence-based outcomes.

• Practical knowledge of structured causal analysis methods such as 5 Whys, Ishikawa/Cause and Effect Analysis, and Kepner-Tregoe.

• Experience managing Problems through investigation, identification of Known Errors and workarounds, remediation, change implementation, and closure.

• Strong understanding of Knowledge Management, including knowledge capture, article creation and review, quality control, and lifecycle management.

• Ability to identify shift-left, self-service, and knowledge reuse opportunities.

• Experience in developing and analyzing ITSM metrics, trends, and operational reporting, including SLTs, SLAs, OLAs, CSFs, and KPIs.

• Strong analytical, problem-solving, and communication capabilities.

• Comprehensive understanding of the interrelationship between Incident, Problem, Knowledge, and Change Enablement.

• Experience in maintaining accurate and auditable ITSM records.

• Advanced working knowledge of infrastructure, cloud, applications, and end-user computing technologies.

• Familiarity with enterprise ITSM platforms like ServiceNow or similar.

• Formal ITIL certification.

• Relevant industry experience.

• Baseline Security Clearance is required.

• Highly organized, disciplined, and capable of managing multiple priorities without constant supervision.

• Proven accountability for assigned deliverables and agreed-upon service management outcomes.

• Ability to establish clear actions, owners, and due dates, and ensure follow-through to completion.

• Confidence in engaging with staff at various levels and negotiating practical solutions.

• Strong understanding of managed service governance, including contractual obligations, SLAs, and customer responsibilities.

• Ability to recognize when issues necessitate escalation.

• Exceptional attention to detail and commitment to maintaining accurate, complete, and auditable ITSM records.

• Continuous improvement mindset.

• Ability to function as a trusted service management practitioner.

🏝️ Benefits

• Engage in meaningful projects and address complex challenges.

• Work with state-of-the-art tools and AI-enabled platforms.

• Join a high-performing, client-focused team that values growth and innovation.

• Experience an inclusive, collaborative, and high-performing work environment.

• Diverse experiences and perspectives are highly valued.

• Opportunity to create tangible business impact through operational excellence.