Ticketing Process Governance Consultant

Ticketing Process Governance Consultant

Location: Denver, CO Duration: 3 Months

Role Overview

Seeking a Senior ITSM Process Governance Consultant to standardize and improve ticketing operations across 20 ski resorts using the TeamDynamix platform.

Key Responsibilities

• Assess ticketing workflows, governance gaps, and compliance across multiple locations.
• Establish standardized processes for ticket creation, routing, escalation, resolution, and closure.
• Analyze ticket data, SLA performance, backlog, and operational trends.
• Develop dashboards, reports, and executive-level insights.
• Drive process compliance, stakeholder alignment, and continuous improvement.
• Support IT operations centralization and outsourcing assessments.

Required Skills

• Strong experience in ITSM, service desk governance, or IT operations.
• TeamDynamix experience strongly preferred.
• Expertise in SLA management, incident management, ticket workflows, and reporting.
• Experience standardizing processes across distributed teams.
• Strong stakeholder management, documentation, and analytical skills.
• ITIL knowledge and operational dashboard experience preferred.

Ideal Candidate: Senior Consultant with proven ITSM governance experience who can independently lead process standardization, compliance, and operational reporting.