ITSM Project Consultant – Remote

ITSM Project Consultant – Remote

ITSM Project Consultant – ITIL 4/Jira Service Management/ KPIs/SLAs Remote – 100%

Project: We are looking for an experienced ITSM Project Consultant to support the design and implementation of IT Service Management processes in a large enterprise environment. The role requires practical experience with Jira Service Management or a comparable ITSM platform, alongside strong knowledge of ITIL 4, service performance indicators and service level agreements. You will collaborate with distributed teams and external suppliers to improve IT service delivery and operational effectiveness.

Tasks:

• Lead ITSM projects covering Incident, Request, Problem and Knowledge Management.
• Define roles and responsibilities using RACI and agree escalation paths across L1, L2 and external suppliers.
• Translate process needs into Jira Service Management requirements for workflows, queues, SLAs and dashboards.
• Prepare processes for go-live and hand them over to the support teams.
• Define KPIs and reporting requirements.
• Run workshops and training sessions and produce clear documentation in English.

Required Skills & Experience:

• At least five years in ITSM projects or IT operations in a large enterprise.
• Proven experience designing and implementing ITSM processes.
• Hands-on experience with Jira Service Management or a comparable ITSM platform.
• ITIL 4 Foundation certification or higher.
• Experience with ITSM KPIs and SLAs.
• Experience working with distributed teams and external suppliers.

Advantageous experience

• PagerDuty, on-call processes or major incident management.
• Experience in a multi-vendor environment or in the energy or utilities sector.
• PMP, PRINCE2, Agile or ITIL 4 Managing Professional qualifications

Languages:

• Fluent English (written and spoken)
• Spanish and/or German would be an advantage

Ref. Number: 925404KS

Role: ITSM Project Consultant (m,f,d)

Location: Zürich / Spain/ Remote

Work Load: 100%

Start Date: 01.01.2027

End Date: 6 Months + (6 months possible extension)