Consultant - ITSM

4 weeks ago

Islamabad, Islamabad, Pakistan Inbox Business Technologies Full time

We at Inbox Business Technologies are looking for a skilled and motivated Consultant - ITSM to support the delivery and optimization of IT Service Management (ITSM) projects based on ITIL best practices and aligned with ISO/IEC 20000 standards. The candidate should have practical experience in implementing, improving, and managing ITSM processes, and be capable of supporting client engagements across various industries.

Job Description:

  • Assist in the implementation and auditing of ISO 20000-based IT Service Management Systems (ITSMS).
  • Conduct service maturity assessments, gap analyses, and process improvements.
  • Prepare and maintain ITSM policies, procedures, and service management processes.
  • Support clients in preparing for ISO 20000 certification audits, including documentation and non-conformity resolution.
  • Participate in internal audits and help clients prepare for external certification audits.
  • Assist in ITSM tool selection, configuration, and integration (e.g., ServiceNow, Jira, BMC Remedy, Managed Engine etc.).

Requirements
  • Master's degree in Information Technology, Computer Science, or a related field.
  • Minimum ITIL V3/V4 Foundation certification from Axelos is required.
  • Professional certifications such as ITIL Intermediate, ISO 20000 Lead Implementer/ Auditor or equivalent (preferred but not mandatory).
  • 4-5 years of experience in ITSM, ITIL or related roles.
  • Working knowledge of ITIL, ISO 20000, and other relevant frameworks/regulations.
  • Strong documentation, reporting, and stakeholder coordination skills.
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