Position: IT Service Management Consultant

Duration: 4 months (potential to extend)

Hours per Week: 30-40 hours (flexible based on workload)

Start Date: ASAP

Location: Fully remote (High preference for GTA-based candidates for occasional in-office meetings, but not mandatory)

About the Role

We are seeking a dynamic IT Service Management (ITSM) Consultant to lead the assessment and start building the plan and implementation of ITIL-aligned processes for Incident Management , Change Management , and Release Management , while the technical team works on establishing a Help Desk . This is a hands-on role requiring expertise in ITSM frameworks, quick assessments, and actionable solutions. The focus is on "build fast, refine later" , with an expectation to deliver a functional foundation within 90 days.

You will combine thought leadership with practical execution , bringing deep knowledge of ITSM processes, tools, and best practices to define and implement the roadmap while supporting immediate needs.

Key Responsibilities

• Quickly assess current ITSM processes and identify gaps and opportunities.
• Develop and implement foundational ITIL-like processes for Incident, Change, and Release Management.
• Potentially assist the technical team in establishing a new Help Desk, including team structure, workflows, and tools (e.g., Zendesk, ServiceNow, Jira Service Management).
• Provide actionable recommendations and hands-on support for design, implementation, validation, and iteration of ITSM processes.
• Collaborate with internal stakeholders to build consensus and align priorities while ensuring quick progress.
• Work iteratively: deliver basics quickly, refine over time, and reassess priorities as needed.

Ideal Candidate Profile

Experience & Skills:

• Proven track record in ITSM process design, implementation, and management.
• Strong expertise in ITIL-aligned frameworks and associated tools like Zendesk, ServiceNow, or Jira Service Management.
• Experience establishing Help Desk operations and hybrid internal/third-party support models.
• Ability to lead needs analysis, quickly assess challenges, and propose actionable solutions.
• Strong technical background, capable of hands-on contributions to design and implementation.

Attributes:

• Strategic thinker with the ability to execute quickly and iteratively.
• Self-starter comfortable with ambiguity, able to deliver results with minimal supervision.
• Effective communicator, capable of influencing and collaborating with diverse teams.
• Hands-on and pragmatic, with a focus on building, validating, and refining as you go.