New

IT Service Management Consultant

TEKsystems
$50.00 - $70.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Massachusetts, Holyoke
Aug 22, 2025
Description The IT Service Improvement Consultant is responsible for assessing, advising, and driving improvements throughout the Information Services organization, with a heavy focus on IT incident and problem management, IT service resilience, and business continuity practices. The selected Consultant will work cross-functionally throughout IT and with business stakeholders to identify service inefficiencies, facilitate incident retrospectives, model and audit platforms, applications, and related business services for CMDB, recommend process improvements to enhance operational reliability and reduce service disruptions, and improve recovery readiness as part of the IT Disaster Recovery (ITDR) and BCP programs. Responsibilities Incident & Problem Management Improvement * Assess current incident and problem management processes, tools, and SLAs * Identify inefficiencies in the IT Incident Retrospective lifecycle (e.g. detection, escalation, resolution) * Refine root cause analysis (RCA) and lessons learned practices * Recommend improvements to reduce Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and incident recurrence * Facilitate and organize IT Incident Retrospective sessions & After-Action Reporting to ensure learnings are tracked and organized for action by IT Management Continuous Service Improvement (CSI) * Establish and maintain a service improvement backlog * Define and track KPIs related to service health (e.g. availability, reliability, SLA adherence, customer satisfaction) * Lead cross-functional working sessions to prioritize and implement improvements * Create dashboards or reports that communicate service performance and improvement trends IT Service Management (ITSM) Maturity * Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL) * Advise on process standardization, documentation, and automation opportunities * Assist in developing service catalogs and service/operational-level agreements (SLAs/OLAs). * Support governance and continual process maturity * Review Infrastructure Configuration Requests (ICRs) to ensure correct CMDB business service and approval group mappings Disaster Recovery & Business Continuity Readiness * Review and assess ITDR/BCP plans and documentation * Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices * Recommend enhancements to DR testing frequency, scope, or validation criteria * Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations Stakeholder Engagement & Knowledge Transfer * Serve as a liaison between Enterprise Resilience, the HPI (Human Performance Improvement) Core Team, and other IT and business stakeholders * Present findings, recommendations, and roadmaps to IT Management * Mentor internal staff on ITSM and CSI best practices * Document recommendations, processes, and metrics in a format suitable for long-term internal use * Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT * Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams Minimum Requirements * Proven experience with ITIL/ITSM frameworks and continuous service improvement * Strong knowledge of incident/problem/change management processes * Familiarity with DR/BCP concepts, practices, and testing * Experience with service management tools (e.g. Jira Service Management) * Strong analytical and communication skills; ability to influence without authority Role Focus Support Front-End IT Service Delivery and Infrastructure Services teams Improve incident response and retrospective processes Advance ITDR maturity and integrate BCP into daily operations Collaborate across IT and business units to identify inefficiencies and drive change Optimize dashboards and KPIs using existing data Work within an Atlassian Jira Service Management environment (migrating from on-prem to cloud) Pay and Benefits The pay range for this position is $50.00 - $70.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Holyoke,MA. Application Deadline This position is anticipated to close on Aug 29, 2025. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.