• IT Service Management Consultant

    Robert Half Technology (St. Paul, MN)


    Description

    Opportunity for an experienced ITSM-certified consultant to lead a relaunch of the service management platform. The consultant will work closely with IT leaders to triage incoming tickets, recommend scalable ITSM standards, and lead the development of a more structured, automated support model. This role will also include facilitating daily standups with customer service team and department managers to align ticket assignments and automation priorities across teams and preparing a Service Desk transition plan that supports operational continuity and future readiness.

    Key Responsibilities:

    • Customer Service Team Management

    o Mange and direct the daily work of 7 customer service specialists

    • Ticket Triage and Workflow Design

    o Analyze current manual ticket assignment processes

    o Lead daily standup with OTC managers on service developments during transition period

    o Recommend prioritization strategies and automation opportunities in ServiceNow

    • ITSM Standards and Governance

    o Define practical ITSM standards aligned with current staffing and maturity levels

    o Develop documentation and best practices for consistent service delivery

    o Collaborate on roadmap for incident, request, change, and knowledge management

    • Service Desk Transition Planning

    o Create individualized transition plans for each Service Desk team member

    o Identify training and role development needs

    o Propose a future-state model for a catalog-driven, automated service operation

    Requirements

    • ITSM Experience

    o 5+ years in IT Service Management roles

    o Deep understanding of ITIL-aligned processes: incident, request, change, problem, and service catalog

    o Experience leading triage operations and ITSM process improvements

    • ServiceNow Proficiency

    o Hands-on experience with ServiceNow ITSM modules

    o Knowledge of Service Catalog workflows, assignment rules, and automation features

    • Process Design and Cross-Team Facilitation

    o Skilled in leading operational standups and aligning priorities across technical teams

    o Strong documentation, communication, and change management skills

    o Certifications

    o ITIL® v4 Foundation (Required)

    o ServiceNow Certified System Administrator or ITSM Implementation Specialist (Preferred)

    o Additional ITIL intermediate or advanced certifications (Preferred)

     

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