ITSM Process Improvement Lead #2848
ITSM Process Improvement Lead #2848
Posted on :
31-07-2025
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1 Vacancy
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Job Description
ITSM Process Improvement Lead
Contract: 12 Months (with potential extension)
Location: Austin TX (Hybrid)
Position Overview:
Our client is seeking a highly skilled and results-driven ITSM Process Improvement Lead to spearhead strategic initiatives focused on optimizing IT service management (ITSM) operations. This leadership role will be responsible for analyzing existing IT processes identifying operational gaps and driving the design and implementation of scalable efficient and sustainable solutions aligned with best practices and organizational goals.
The ideal candidate will bring a deep understanding of ITSM frameworks (such as ITIL) a proven ability to lead cross-functional initiatives and strong experience delivering measurable performance improvements in complex enterprise or public-sector environments.
This is a full-time contract position based in Austin TX with a hybrid work schedule.
Minimum Qualifications:
- Bachelors degree in Business Communications or a related discipline
- 5 years of proven experience evaluating redesigning and optimizing ITSM or enterprise-level business processes in a large organization
- Some basic experience specifying software or system requirements in support of redesigned or improved process workflows
- Familiarity with ITIL Lean Six Sigma or similar process improvement methodologies
- Experience working in public sector or regulated environments with high security and compliance standards
- Strong communication facilitation and stakeholder engagement skills
- Ability to manage multiple concurrent initiatives and deliverables in a fast-paced environment
Key Responsibilities:
- Evaluate and map current-state ITSM processes identifying pain points inefficiencies and compliance gaps
- Lead comprehensive process improvement and transformation initiatives across IT operations
- Design and implement optimized workflows and operating models based on ITIL or other ITSM best practices
- Develop and document business requirements for software or system enhancements to support process improvements
- Partner with cross-functional stakeholders including IT leadership service desk infrastructure and compliance teams to drive change adoption
- Define track and report key performance indicators (KPIs) and success metrics to monitor progress and impact
- Facilitate workshops process walkthroughs and training sessions to align teams on new processes and continuous improvement initiatives
Genius Road LLC is proud to be a Certified Womens Business Enterprise an Equal Opportunity Employer and values diversity. All employment is decided on the basis of qualifications merit and business need.
Employment Type
Full Time
Key Skills
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