Job Summary
Process Consultant will support the merger and integration of two companies’ IT service desk operations by assessing existing processes, tools, licenses, support models, application support workflows, SLAs, and knowledge management practices. The role will define a unified service desk operating model, recommend ITSM tool and license requirements, and create standardized processes to ensure a smooth transition, consistent user experience, and measurable service performance
Key Responsibilities
Assess the current service desk operating models of both companies, including ticket volumes, support channels, user groups, service scope, application support processes, and escalation paths. • Analyze similarities, gaps, overlaps, and conflicts across existing service desk processes, ITSM workflows, support hours, SLAs, OLAs, priority models, and governance practices. • Design a unified future-state service desk model covering ticket intake, categorization, assignment groups, triage, escalation, resolution, closure, fulfilment, and reporting. • Define ITSM tool requirements for the merged setup, including incident management, service request management, problem management, change enablement, knowledge management, service catalog, CMDB, reporting, automation, and integration capabilities. • Assess existing ITSM tools and recommend whether to consolidate, migrate, retain, or rationalize platforms based on business needs, scalability, integrations, licensing, and supportability. • Define license requirements for agents, fulfiller groups, approvers, business users, administrators, application support teams, reporting users, automation users, and integration accounts. • Review and standardize application support processes, including ticket routing, L1/L2/L3 responsibilities, application ownership, escalation matrix, handoff process, monitoring alerts, known error handling, and release support coordination. • Recommend support hours and coverage models such as business hours, extended hours, regional support, follow-the-sun, 24x5, or 24x7 based on business criticality and application priority. • Define SLA, OLA, priority, severity, escalation, and breach management framework for both infrastructure and application support services. • Create knowledge base structure, article templates, ownership model, review frequency, migration approach, and publishing workflow for the merged service desk. • Identify transition risks, process dependencies, user impact, tool migration considerations, training needs, and adoption challenges during the service desk merger. • Prepare process documentation, SOPs, workflows, RACI matrices, support model documents, reporting templates, governance dashboards, and implementation roadmap.
Skill Requirements
Strong understanding of ITIL-based IT service management processes, including incident, service request, problem, change, knowledge, service catalog, CMDB, and escalation management. • Experience in service desk consolidation, transition, merger, or transformation programs across enterprise environments. • Ability to assess ITSM platform capabilities and define functional, licensing, integration, automation, reporting, and access requirements. • Experience defining application support operating models, including L1/L2/L3 support structure, ownership model, escalation matrix, release support, and application-specific SLAs. • Working knowledge of ITSM platforms such as ServiceNow, Jira Service Management, Freshservice, ManageEngine, BMC Remedy, or similar tools. • Ability to conduct current-state assessment, gap analysis, stakeholder workshops, process harmonization, and future-state operating model design. • Strong process documentation skills, including SOPs, workflows, swimlane diagrams, runbooks, RACI matrices, service catalogs, and knowledge base articles. • Good stakeholder management, facilitation, communication, and presentation skills across business, IT, vendor, and application support teams. • Analytical mindset with the ability to translate business requirements into operational processes, license estimates, KPIs, and governance metrics.
Other Requirements
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field. • 6+ years of experience in IT service management, service desk consulting, process transformation, ITSM implementation, or IT operations management. • Experience in service desk merger, consolidation, transition, or operating model transformation is preferred. • ITIL Foundation certification is preferred; ITIL Intermediate, ITIL Managing Professional, COBIT, or Lean Six Sigma certification will be an advantage. • Experience with ITSM tool assessment, licensing analysis, application support process design, and enterprise service desk governance will be an advantage. • Knowledge of automation, self-service portals, chatbots, virtual agents, AI-enabled service desk, and service catalog optimization is desirable.