Coach ITSM

6 days ago

Ottawa, Ontario, Canada Apside Full time $80,000 - $120,000 per year
Description de l'offre d'emploi

Location: Remote
Work Hours: Part-time (Approximately 20 hours per week)
Language Requirement: Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities:

  • Provide expert coaching to clients on Incident Management and Request Management best practices.

  • Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.

  • Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.

  • Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.

  • Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.

  • Align coaching with ITIL v4 principles and industry best practices.

  • Deliver structured coaching sessions remotely (approximately 20 hours per week).

Pré-requis du poste Required Qualifications & Experience:

  • Extensive experience in Incident Management and Request Management within a Service Desk environment.

  • Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.

  • Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.

  • Experience in guiding, coaching, and mentoring clients or teams.

  • Ability to work independently in a remote setting, managing client expectations and delivering effective training.

  • Excellent communication skills in English to articulate complex ITSM concepts clearly.

Preferred Qualifications:

  • ITIL v4 certification.

  • Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.

  • Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you

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