IT Service Management (ITSM) Consultant

Overview

Softtek Government Solutions is seeking to add an IT Service Management (ITSM) Consultant to our team. This person will have responsibilities in supporting planning, delivering, and implementing high-priority strategic projects that advance both business unit and business segment strategies. The Sr. IT Strategy Analyst will report directly to the Sr. Director, Operations and Delivery.

In this challenging and highly visible role, this individual will support leadership-level strategic decision-making by conducting projects related to market analysis, emerging industry trends, and the identification of strategic needs as it relates to the pursuit of building new and strengthening existing business endeavors. A successful candidate will enjoy working independently in a fast-paced environment.

This role involves analyzing current IT systems, identifying areas for improvement, and recommending solutions that align with the company's overall business goals. The ITSM Consultant will support the evaluation, design, and implementation of IT service management processes that optimize the delivery and support of IT services. The ITSM Consultant will work closely with key stakeholders to ensure process alignment with organizational goals and best practices. In this critical and dynamic role, the individual will engage with leadership and the IT team to enhance service efficiency, quality, and user satisfaction. A successful candidate will thrive in a collaborative and fast-paced environment.

Responsibilities:

Assess and Enhance ITSM Practices:

• Conduct thorough evaluations of current IT service management practices and identify opportunities for improvements.

SLA and KPI Data Analysis:

• Conduct data-driven analysis of IT service operational performance metrics, Service Level Agreements (SLA) and Key Performance Indicators (KPI).

Quality Management:

• Develop and execute service management frameworks in line with industry best practices such as ITIL.

Training and Adoption:

• Lead training sessions to facilitate understanding and adoption of ITSM practices across the organization.

Monitoring and Reporting:

• Develop metrics and create detailed reports to track the effectiveness of IT service management processes.

Required Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT service management or related areas.
• Certification in ITIL (v3 or later) or comparable frameworks.
• Hands-on experience with using and configuring ITSM software tools (e.g., ServiceNow, BMC Remedy) to support incident, problem, change, and configuration management processes.
• Deep knowledge of ITSM processes and tools.
• Strong analytical, organizational, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Familiarity with agile and DevOps methodologies.

Required Clearance

• Ability to obtain relevant security clearances
• US Citizenship

Desired Experience

• Experience in IT service transformations or deployments.
• Experience with Six Sigma
• Work history in large enterprises or government agencies.

About Softtek Government Solutions:

Softtek Government Solutions is a professional services firm focused on addressing our nation’s most complex threats and challenges. As a small business we’re committed to supporting our clients’ missions with services delivered by our diverse and experienced staff. With expertise in cybersecurity, emergency preparedness, and public health, our experience base spans federal, state, and local governments, as well as private sector entities.

Softtek Government Solutions encourages collaborative communication and ongoing learning. Some of our benefits include:

• Extensive training programs
• Gym membership reimbursement
• Education reimbursement
• Technology benefits
• Commuter benefits
• Generous paid time off and much more!

Softtek Government Solutions is an Equal Opportunity Employer (EOE)