IT Service Management (ITSM) Consultant

Remote / Local to Washington, DC Metro Area

Overview

Softtek Government Solutions is seeking a highly motivated and experienced IT Service Management (ITSM) Consultant to join our team. You will be responsible for analyzing, designing, (re-) architecting, transforming, and developing IT Service Management business processes. In this role, you will work closely with other ITSM consultants, stakeholders, business analysts, and ServiceNow architects to design ITSM solutions.

Responsibilities

• Assess and analyze current IT service management processes and identify areas for improvement and ensure alignment with best practices.
• Design and implement ITSM frameworks and processes based on best practices such as ITIL, CMMI, ISO 20000-1, and COBIT.
• Collaborate with stakeholders to gather requirements and ensure alignment with business objectives.
• Develop and maintain ITSM documentation, including process maps, procedures, and policies.
• Provide guidance and support for ITSM tool implementation and configuration.
• Conduct training sessions and workshops to educate staff on ITSM processes and best practices.
• Monitor and report on IT service performance, ensuring compliance with SLAs and other metrics.
• Facilitate continuous improvement initiatives to enhance IT service delivery and customer satisfaction.
• Stay current with industry trends and advancements in IT service management.

Qualifications

• Bachelor’s degree in information technology, business, or a related field.
• 10+ years of direct related experience
• Proven experience as an ITSM Consultant or similar role.
• In-depth knowledge of ITSM frameworks and standards, such as ITIL, ISO 20000-1, COBIT, and others.
• Strong understanding of IT operations and service management processes.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
• Excellent problem-solving skills and the ability to work independently and as part of a team.
• Strong communication and interpersonal skills.
• Permanent Residence/Green Card allowed (must live in the USA)
• Able to obtain a Public Trust/Security Clearance

Preferred Qualifications

• ITIL certification (e.g., ITIL Foundation, ITIL Practitioner)
• Experience with CMMI Services, ISO 27001, ISO 9000, and SDI.
• Familiarity with risk management and compliance standards.
• Previous experience working for U.S. Social Security Administration (SSA) programs

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 Solutionsis an Equal Opportunity Employer (EOE)