ITSM Process Design Consultant
Remote
ITSM Process Design Consultant
Ovoco is seeking ITSM process design consultants to support federal agencies and commercial clients with IT service management.
You would assess current ITSM maturity, design target-state processes, and work with implementation teams to configure supporting tooling in ServiceNow or Jira Service Management.
The Work
- Assess current-state ITSM processes and document maturity levels, gaps, and improvement opportunities
- Design target-state processes aligned to ITIL best practices and tailored to client needs
- Develop process documentation including workflows, RACI matrices, SOPs, and KPIs
- Work with technical teams to translate process designs into tool configurations
- Facilitate workshops with stakeholders to gather requirements and validate designs
- Define CMDB integration points within ITSM processes
- Develop training materials and conduct knowledge transfer sessions
What We Are Looking For
- 5 or more years of ITSM process design and implementation experience
- ITIL 4 Foundation certification or higher
- Experience with at least one major ITSM platform (ServiceNow, JSM, BMC Helix)
- Ability to facilitate workshops and present to technical and executive audiences
- U.S. citizenship
Preferred Qualifications
- ITIL 4 Managing Professional or Strategic Leader designation
- Experience supporting federal civilian agencies with ITSM modernization
- Knowledge of Agile service management approaches
- Previous work on GSA OneGov ServiceNow adoption
Public Trust or higher preferred. Active Secret or Top Secret is a strong plus.
How It Works
You work as a 1099 independent consultant. You set your own rate and choose engagements that fit your availability. Ovoco handles the client relationships, contracts, scoping, and business development. You deliver the work.
Competitive hourly rate commensurate with experience. Rates are negotiated per engagement based on scope, duration, and clearance requirements.