Career Opportunities

IT Service Management (ITSM) Consultant

General Description:

We are looking for several IT Service Management (ITSM) Consultants. In particular, we are looking for consultants with knowledge of Ivanti’s ITSM Solutions (Formerly Heat). If you have a working knowledge of other solutions we will provide training for the Ivanti ITSM solution. This a remote position available to candidates in the United States. Travel is required up to 50% of the time.

The ideal candidate should have a working knowledge of change management, issue and problem management, and management reporting. A working knowledge of standard IT operations and be able to work with and consult with customers. The candidate should have experience with process development, business analysis as well as the ability to gather and document requirements and business objectives.

Are you interested in working with the best and learning from the best in the industry? If so, please submit your resume to

Job Information

Job Title: IT Service Management (ITSM) Consultant
 Professional Services
Location: Remote (Anywhere in the United States)
Type of position: Full-time
Required Travel: Up to 50%

Job Requirements

  • Responsible for the technical specification and implementation of ITSM solutions
  • Responsible for analyzing, planning, and executing upgrades or migrations for ITSM solutions
  • Design and develop solutions for core ITIL processes and custom internal solutions
  • Understand the business needs and the needs to standardize processes, and build this into the design
  • Understand the large-scale thinking and approach needed to make the project successful
  • Provide expertise on all technical questions related to development on ITSM solutions and for operational support of the solutions
  • Create and manage scripts and workflow.
  • Responsible for participating in or leading ITIL and ITSM based engagements, including the design, development and implementation of ITSM and business process and process automation requirements
  • Participate in gathering business requirements through a variety of techniques (i.e. facilitated workshops, working sessions and interviews) and prototyping business solutions
  • Analyze requirements, and develop high-level and detailed business process designs to the elementary business process (EBP) level and the derived logical process (DLP) level
  • Support gap analysis, highlighting current state, future state, client needs, best practices and competition
  • Develop standards, templates and procedures to aid in the development of the required work products
  • Review programs designed from high-level specifications or DLPs, ensuring they meet client specifications
  • Establish and maintain networking relationships with middle management in client organizations
  • Understand client needs, and match them to relevant services or products

Bachelor’s degree in Computer Science, related field or equivalent experience. 3+ years of related experience. Government, Healthcare and Financial experience strongly preferred, requires demonstrated understanding of business process as it relates to experience in the field.

  • Advanced experience with ITSM implementations and understands technical and functional capabilities
  • Experience with relational databases (e.g. MySQL, Oracle)
  • Fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, and IP networks
  • A fundamental understanding of ITSM, ITIL or CMDB
  • Ideal candidate must be self-motivated with a proven track record in ITSM technologies and comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  • Must be organized and analytical, adept at working in a team environment, able to implement on time to a project schedule, and able to handle multiple priorities in a fast-moving environment.
  • Strong communication, Strong presentation and writing skills
  • Excellent troubleshooting skills with an ability to demonstrate influence in a consultative fashion to stakeholders and other team members.

Characteristics of this individual should include:

  • Enthusiasm/Positive Attitude
  • Accountability
  • Self-Starter/Entrepreneur Spirit
  • Customer Focused
  • Team Player
  • Strong Time Management
  • Organized
  • Strong Interpersonal Skills
  • Critical Thinking/Problem Solving Skills
  • Detail Oriented
  • Leadership skills

Qualifications & requirements

  • Three + years of experience performing similar activities
  • Previous experience with standard enterprise deployment practices.
  • Ability to stay current with required technical certifications

Apply Online

Are you interested in working with the best and learning from the best in the industry? If so, please submit your resume to

  • Upload your resume in Microsoft Word or Adobe PDF format.

About Us

Critical Design Associates Inc., an information technology company, is committed to providing clients with greater efficiencies that center on people, platform and processes. Successful results are achieved by applying these core principles to any IT business challenge. Through integrity, dedication, and teamwork we provide our customers with the highest quality of service. Our success is only measured by the success of our clients.

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