Inventive Search is a leading talent solutions provider specializing in IT, digital transformation, and enterprise solutions recruitment. We partner with top-tier clients across Europe to deliver expert talent for high-impact projects.
We are currently hiring for an ITSM Process Consultant for one of our clients based in Barcelona, Spain.
Job Title
ITSM Process Consultant
Location
Barcelona (Hybrid – 3 days onsite per week)
Contract Type
Contract / Freelance
Key Requirements
* Several years of experience with ServiceNow
* Strong expertise in ITSM processes including Incident, Service Request, Problem, and Change Management
* Fluent in English and Spanish
* Ability to work onsite 3 days per week at the client’s Barcelona office
Key Responsibilities
* Oversee the end-to-end incident management process to ensure timely resolution
* Develop and maintain incident management policies procedures and standards
* Monitor and report on incident trends and performance metrics
* Coordinate with IT teams for effective resolution and communication
Service Request Management:
* Manage the service request lifecycle ensuring requests are fulfilled within agreed SLAs
* Define and implement service request workflows
* Work with service owners to enhance service delivery
* Track and analyze service request data to identify improvement opportunities
* Lead problem management efforts to identify analyze and eliminate root causes of incidents
* Conduct root cause analysis and work with IT teams to implement permanent fixes
* Maintain a problem management database documenting known errors and workarounds
Change Management:
* Oversee change management processes to ensure smooth implementation with minimal disruption
* Develop and maintain change management policies procedures and standards
* Chair Change Advisory Board (CAB) meetings and ensure clear communication of changes
* Monitor and report on change management metrics and performance