N-iX
ITSMConsultant
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“ITSM Consultant at N-iX. Skills: ITSM implementation, Process improvement, CMDB management, Stakeholder communication. Conduct ITSM maturity assessments. Evaluate Incident, Problem, Change, Request, and Knowledge Management”
Industry & Context.
Identify process gaps, risks, and improvement opportunities; Analyse service metrics; Analyse ticket data; Analyse SLA performance
What They're Looking For.
Must Have
3–5+ years of experience in IT Service Management, Hands-on experience with Incident, Problem, Change, Request, and Knowledge Management processes, Experience supporting ITSM implementations, migrations, or transformation programmes, Experience with CMDB implementation, data governance, or Configuration Management, Experience facilitating workshops and stakeholder discussions, Experience working with vendors and third-party service providers, understanding of ITIL 4 principles and practices, Knowledge of ITSM operating models and service desk environments, Understanding of CMDB concepts, CI management, and data governance, Ability to analyse service metrics, ticket data, and SLA performance, Familiarity with discovery tools and asset management concepts, ITIL 4 Foundation certification
Nice to Have
ServiceNow experience, Experience with ITSM transformation programmes, Change management and process adoption experience, Programme coordination or project support experience, Experience working in multi-entity or international environments, ITIL 4 Specialist certification, ITIL Managing Professional certification, PRINCE2 Foundation certification, CAPM or similar project management certification
What You'll Do.
Conduct ITSM maturity assessments
and Knowledge Management
Assess existing ITSM tools
service desk operations
Identify process gaps
and improvement opportunities
Produce assessment reports and recommendations
Support the rollout of new ITSM processes and
Facilitate workshops and process walkthrough sessions
Translate programme-level process designs into practical operational guidance
Support process adoption and readiness activities
Promote ITIL best practices
Support CMDB data collection
and validation activities
Assist with Configuration Item (CI) classification and relationship
Work with IT teams to establish CMDB ownership
Support discovery and asset management initiatives
Help define ongoing CMDB maintenance responsibilities
Deliver process awareness and knowledge-transfer sessions
Monitor process adoption
Support hypercare and stabilisation activities after go-live
Coach operational teams and process owners
Coordinate vendor onboarding and due diligence activities
and access requirements
Support programme reporting
and stakeholder communications
Maintain programme repositories and implementation artefacts
How You'll Work.
Team & Collaboration
Operational teams; IT teams; Process owners; Stakeholder communications
Communication Scope
Stakeholder communications; Knowledge-transfer sessions; Presentation skills
Process & Methodology
Programme coordination, Project support
Full Job Description
We are looking for an experienced ITSM Consultant to support a large-scale ITSM implementation programme across multiple portfolio companies. The role will focus on assessing current IT Service Management processes, supporting CMDB implementation activities, facilitating process adoption, and helping operational teams transition to a shared-service operating model. This position combines ITSM expertise, stakeholder engagement, process improvement, and programme coordination within a complex multi-company environment. Responsibilities ITSM Assessment & Process Improvement Conduct ITSM maturity assessments across multiple entities Evaluate Incident, Problem, Change, Request, and Knowledge Management processes Assess existing ITSM tools, service desk operations, SLA performance, and process effectiveness Identify process gaps, risks, and improvement opportunities Produce assessment reports and recommendations ITSM Process Implementation Support the rollout of new ITSM processes and standards Facilitate workshops and process walkthrough sessions Translate programme-level process designs into practical operational guidance Support process adoption and readiness activities Promote ITIL best practices across participating organisations CMDB & Configuration Management Support CMDB data collection, cleansing, and validation activities Assist with Configuration Item (CI) classification and relationship mapping Work with IT teams to establish CMDB ownership and governance Support discovery and asset management initiatives Help define ongoing CMDB maintenance responsibilities Adoption & Change Management Deliver process awareness and knowledge-transfer sessions Monitor process adoption, compliance, and SLA performance Support hypercare and stabilisation activities after go-live Coach operational teams and process owners Vendor & Programme Coordination Coordinate vendor onboarding and due diligence activities Manage documentation, approvals, and access requirements Support progr
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