Searchlabs
Position: IT Service Management Consultant
Duration: 4 months (potential to extend)
Location: Toronto
Hours per Week: 30-40 hours (flexible based on workload)
Start Date: ASAP
Location: Fully remote (High preference for GTA-based candidates for occasional in-office meetings, but not mandatory)
About the Role:
We are seeking a dynamic IT Service Management (ITSM) Consultant to lead the assessment and start building the plan and implementation of ITIL-aligned processes for Incident Management, Change Management, and Release Management, while the technical team works on establishing a Help Desk. This is a hands-on role requiring expertise in ITSM frameworks, quick assessments, and actionable solutions. The focus is on “build fast, refine later”, with an expectation to deliver a functional foundation within 90 days.
You will combine thought leadership with practical execution, bringing deep knowledge of ITSM processes, tools, and best practices to define and implement the roadmap while supporting immediate needs.
Key Responsibilities
- Quickly assess current ITSM processes and identify gaps and opportunities.
- Develop and implement foundational ITIL-like processes for Incident, Change, and Release Management.
- Potentially assist the technical team in establishing a new Help Desk, including team structure, workflows, and tools (e.g., Zendesk, ServiceNow, Jira Service Management).
- Provide actionable recommendations and hands-on support for design, implementation, validation, and iteration of ITSM processes.
- Collaborate with internal stakeholders to build consensus and align priorities while ensuring quick progress.
- Work iteratively: deliver basics quickly, refine over time, and reassess priorities as needed.
Requirements
Experience & Skills:
- Proven track record in ITSM process design, implementation, and management.
- Strong expertise in ITIL-aligned frameworks and associated tools like Zendesk, ServiceNow, or Jira Service Management.
- Experience establishing Help Desk operations and hybrid internal/third-party support models.
- Ability to lead needs analysis, quickly assess challenges, and propose actionable solutions.
- Strong technical background, capable of hands-on contributions to design and implementation.
Attributes:
- Strategic thinker with the ability to execute quickly and iteratively.
- Self-starter comfortable with ambiguity, able to deliver results with minimal supervision.
- Effective communicator, capable of influencing and collaborating with diverse teams.
- Hands-on and pragmatic, with a focus on building, validating, and refining as you go.
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