ITSM Consultant (m/f/d)

Role description

As an ITSM Consultant, you support companies in the systematic development and further development of their IT service organization. The focus is on process structures, Service architectures, platforms, and governance issues. AI plays a key role in this growing role: from intelligent classification to automated Routing to analysis of historical service data.

Responsibilities

• Analysis of existing ITSM processes along ITIL 4 (Incident, Change, Problem, Request, CMDB, etc.).

• Design and optimization of End-to-end service processes and their mapping in ITSM tools.

• Conception and implementation of Automation logics (workflows, routing rules, self-service).

• Integrating AI-powered capabilities into existing platforms (e.g., ticket triage, knowledge search, conversational Interfaces).

• Preparation of process documentation, Role models, and operating models.

• Implementation of workshops, assessments, and Training.

Requirements

• Several years of project experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Matrix42).

• Very good understanding of ITIL methodology and its practical implementation.

• Basic knowledge of how to deal with AI-supported functions or willingness to build them.

• ability to structure processes logically and guide stakeholders safely through decisions.