Coach ITSM

Apside • Part-time • Remote (Ottawa, ON, CA) • 9m ago

Location: Remote
Work Hours: Part-time (Approximately 20 hours per week)
Language Requirement: Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities:

Provide expert coaching to clients on Incident Management and Request Management best practices.
Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.
Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.
Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.
Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.
Align coaching with ITIL v4 principles and industry best practices.
Deliver structured coaching sessions remotely (approximately 20 hours per week).

Required Qualifications & Experience:

Extensive experience in Incident Management and Request Management within a Service Desk environment.
Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.
Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.
Experience in guiding, coaching, and mentoring clients or teams.
Ability to work independently in a remote setting, managing client expectations and delivering effective training.
Excellent communication skills in English to articulate complex ITSM concepts clearly.

Preferred Qualifications:

ITIL v4 certification.
Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.
Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you!