IT Operations Excellence Expert

4 days ago


Toronto, Ontario, Canada APN Consulting Inc. Full time

We are seeking an experienced IT Service Management Consultant to join our team at APN Consulting Inc.

About the Position

The IT Service Management Consultant will be responsible for designing, implementing, and optimizing IT service management processes and solutions within an organization.

This role requires a strong understanding of ITIL practices and principles, as well as excellent analytical, problem-solving, and organizational skills.

  • Key Responsibilities:
  • Develop and implement ITIL-based ITSM processes, including Incident Management, Change Management, Problem Management, and Service Request Management.
  • Evaluate and improve existing service management frameworks.
  • Collaborate with stakeholders to align IT services with business goals.
  • Develop service portfolios and service catalogs to enhance transparency and accountability.
  • Configure and implement ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, or equivalent platforms.
  • Provide recommendations on tool integrations and automation opportunities.
  • Define key performance indicators (KPIs) and metrics to measure IT service effectiveness.
  • Generate reports and dashboards to monitor SLA adherence and continuous improvement initiatives.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, or a related field.
  • ITIL Foundation or advanced certifications (e.g., ITIL Practitioner, ITIL Managing Professional).
  • Proven experience (3–7+ years) in IT service management consulting or IT operations management.
  • Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.
  • Demonstrated success in process improvement and service delivery optimization.

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