ITSM Service Design Consultant

Job not on LinkedIn

🕒 October 20

🇮🇪 Ireland – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

✍️ Designer

👻 Ghost score 25%

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Castillians

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51 - 200 employees

Founded 2006

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📋 Description

• Design, develop, and maintain IT service management processes aligned with ITIL best practices and organizational requirements • Configure and optimise Alemba Service Manager (ASM), including workflows, service catalogues, request forms, and automation rules • Translate business and operational requirements into functional service designs, process maps, workflows, and technical specifications • Support the design and implementation of incident, problem, change, request, and configuration management processes • Collaborate with business stakeholders, service owners, and technical teams to identify service requirements and deliver ITSM solutions • Develop and maintain service design documentation, operational procedures, knowledge articles, and process guidelines • Identify opportunities for process optimization, workflow automation, and continuous service improvement • Support integration of Alemba with enterprise applications and IT systems • Contribute to service catalogue management, CMDB development, and IT asset management processes • Support testing, validation, implementation, and transition of new or enhanced ITSM services • Ensure service designs incorporate service levels, governance, security, and operational requirements • Monitor service management processes and improve efficiency, consistency, and service quality • Ensure ITSM solutions align with business objectives and operational priorities

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related discipline, or equivalent practical experience • Proven experience in IT Service Management (ITSM), ITIL-aligned service design, or ITSM solution implementation • Hands-on experience with Alemba Service Manager (ASM) is a plus • Strong understanding of ITIL principles, service management frameworks, and service lifecycle practices • Experience designing and configuring ITSM workflows, service catalogues, request forms, and automation processes • Practical knowledge of incident, problem, change, request, and configuration management • Experience gathering business requirements and translating them into functional service designs and technical specifications • Ability to develop process maps, service design documentation, workflow diagrams, and operational procedures • Understanding of service catalogue management, CMDB, IT asset management, and service level management • Experience supporting ITSM implementation, testing, service transition, and continuous improvement initiatives • Knowledge of ITSM platform integration with enterprise applications and supporting systems • Strong analytical, problem-solving, documentation, and stakeholder communication skills • Ability to collaborate effectively with technical teams, service owners, and business stakeholders • ITIL certification, preferably ITIL 4 • Experience working in a complex enterprise or public-sector IT environment would be advantageous • Familiarity with ITSM reporting, dashboards, service performance metrics, and workflow automation would be beneficial

🏖️ Benefits

• Project-based assignment; B2B contract (Outside IR35) • 6-month engagement with auto-renewal • Opportunity for repeat engagements based on performance • Access to CX guidance and market insights through the professional network • Opportunity to complete Castille Vetting (background and compliance checks)

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