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Coach ITSM

44 minutes ago

Ottawa, Canada Apside Full time

Location: RemoteWork 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). 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 #J-18808-Ljbffr