Position Details

Type Full-Time

Experience senior

Exp. Years Not specified

Education Not specified

Category Consulting & Advisory

About this role

Senior ITSM consultant responsible for analyzing, designing, and transforming end-to-end ITSM processes and CMDB across client environments. Lead cross-functional initiatives, govern CMDB data quality, and drive adoption of ITSM tooling and metrics.

Key Responsibilities

Lead ITSM transformation initiatives and define the operating model
Redesign ITSM processes including Incident, Problem, Change, Requests, Service Catalog, Knowledge and CMDB
Govern CMDB data quality and evaluate/implement ITSM tools such as ServiceNow
Define operational metrics (SLA, MTTR, availability)
Coordinate with operations, architecture, security and providers; support Major Incident management and continuous improvement

Technical Overview

Scope includes ITSM process design (Incidents, Problems, Changes, Requests, CMDB, Knowledge), tooling (ServiceNow), and governance with operational metrics (SLA, MTTR, availability); requires stakeholder management across multi-provider environments.

Ideal Candidate

The ideal candidate is a senior ITSM consultant with extensive IT operations and ITSM experience, ITIL knowledge, CMDB tools, and ability to lead end-to-end process transformations; fluent in English at B2/C1, available for hybrid Spanish locations Madrid/Barcelona/Zaragoza.

Must-Have Skills

Amplia experiencia en operaciones IT y consultoria ITSMConocimiento de ITILExperiencia en herramientas ITSM y CMDBCapacidad para liderar transformaciones de procesos y modelos de servicioIngles minimo B2/C1Disponibilidad presencial en Madrid / Barcelona / Zaragoza

Required Skills

ITSMIT Service ManagementCMDBServiceNowITILIncident ManagementChange ManagementProblem ManagementService CatalogKnowledge ManagementGovernanceSLAMTTRMajor IncidentStakeholder ManagementCommunicationIngles B2/C1

Hard Skills

Soft Skills

Buenas dotes de comunicaciongestión de stakeholdersliderazgoTrabajo en equipocapacidad para resolver problemasgestión del tiempo

Industry & Role

Industry Consulting

Job Function Senior ITSM consultant responsible for analyzing, designing, and transforming end-to-end ITSM processes and CMDB

Role Subtype IT Consultant

Tech Domains ITSM / ServiceNow, ITIL, CMDB, Incident Management, Change Management, Service Catalog, Knowledge Management, Governance, SLA

Keywords for Your Resume

itsmit service managementcmdbservicenowitilincident managementchange managementproblem managementservice catalogknowledge managementgovernanceslamttrmajor incidentstakeholder managementcommunicationhybridmadridbarcelonazaragozaingles b2/c1full-timeconsultingadvisoryserviceNow

Deal Breakers

Lack of ITSM/CMDB experience, No ITIL knowledge, No ServiceNow experience, Location not in Madrid/Barcelona/Zaragoza, Lack of English proficiency (B2/C1)

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