ITSM Process Consultant Resume Sample

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Ryan Edward

ITSM Process Consultant


An accomplished Service Management professional with 19 years of ITSM, ITOM, ESM, and CRM maturation success across diverse sectors and industries. Known for continual commitment to improving processes, establishing high-performing Service and Support teams, motivating teams to achieve operational and service delivery excellence, and clientele relationship building while instilling both best practices and a customer-focused culture. Highly values customer satisfaction, streamlining operations through technology, mentoring others, and delivering measurable results through metrics, KPIs, and SLAs.

Work Experience

ITIL/ITSM Process Consultant

Various Clients and Contracts


  • Advise organizations in adopting and maturing ITSM/ITOM/ESM/CRM processes
  • Serve as process owner for multiple ITSM processes
  • Implement and mature ITSM tools (ServiceNow, Cherwell, Freshdesk, Jira SM, Salesforce, PagerDuty, xMatters, event monitoring tools, etc.)
  • Establish strategic roadmaps
  • Manage programs and projects
  • Mature metric and KPI monitoring, build tactical and strategic dashboards, provide executive and ad-hoc reporting
  • Perform business process analysis to identify service improvements and form ITSM technical requirements
  • Provide staffing models; interview, identify, and advise in hiring ideal candidates
  • Train and mentor users/teams/leaders in tooling, ticket handling, and service management best practices

ITSM Manager

OneMain Financial- Remote

Sep 2022

  • Directed all aspects of ITSM processes, strategic planning, roadmaps and projects as well as ensuring adherence through SOPs, monitoring, and training
  • Established and maintain all SLAs/OLAs, service metrics, KPIs, and executive reports
  • Developed teams of incident analysts, problem managers, Change managers, process analysts, Service Desk Agents, Tier II and III App Support specialists, EUC specialists, ITSM tool admins, monitoring specialists, SREs, and practice leads
  • Monitored IT support and service delivery to 1500+ sites and 10,000+ users
  • Implemented ServiceNow, ensured that service management tools reflect ITIL best practices
  • Provided advanced technical requirements to mature practices
  • Served as primary Incident and Problem Manager to the organization
  • Planned and managed large-scale IT projects

ITSM Manager

Ruan Transportation and Logistics

Feb 2021

  • Oversaw all ITSM practices, strategic roadmaps, maturity, and training
  • Ensured IT support and service delivery to 400+ remote sites and 6,000+ users
  • Managed and mentored a team of 25+ service desk agents, desktop technicians, practice leads, ITSM tool developers, IT process analysts, NOC and SOC specialists, interns and apprentices,
  • Served as ITSM tool product owner for ServiceNow, Jira, and Cherwell optimized IT operations through ITSM tools 
  • Negotiated, monitored and reported upon all SLAs, SLTs, and OLAs
  • Planned and managed large-scale IT projects

Service Delivery Manager/TAM

State of Iowa- Office of the CIO- Managed Services

May 2018

  • Served as service management consultant to the organization and customer agencies
  • Matured all internal ITSM processes, directed ITSM roadmaps of client agencies
  • Monitored service delivery of 120+ internal staff and 100+ MSP staff
  • Served a ITSM tool product owner
  • Served as senior technical account manager to most vital client agencies
  • Provided executive-level metric/KPI reports 
  • Optimized IT operations through ITSM tools
  • Negotiated and ensured SLAs, SLTs, and OLAs

Manager- IT Service Desk

City of Minneapolis

Nov 2016

  • Introduced and matured ITIL practices through projects and training
  • Served as Incident, Request, and Problem Management Practice Owner
  • Lead a team of 15 agents, analysts, and process owners
  • Optimized IT operations through ITSM tools 
  • Developed and implemented KPIs to allow for monitoring trends and service levels
  • Ensured support and service delivery to 25 departments and 5,000+ users

Manager- IT Services

Drake University

Aug 2015

  • Introduced and matured ITIL practices through projects and training
  • Served as Incident, Request, Problem, Change and Configuration Management Practice Owner
  • Optimized IT operations through ITSM tools 
  • Developed and implemented KPIs to allow for monitoring trends and service levels
  • Oversaw all strategic and operational functions of an IT helpdesk consisting of 25 agents, desktop technician, ITSM tool admins, and interns

Service Desk Assistant Manager

University of Northern Iowa

May 2011

  • Introduced and matured ITIL practices through projects and training
  • Served as Incident, Request, and Problem Management Practice Owner
  • Developed and implemented KPIs to allow for monitoring trends and service levels
  • Oversaw all strategic and operational functions of an IT Service Desk consisting of 15 agents

Service Desk Team Lead

North Iowa Area Community College

Aug 2008

  • Introduced and matured ITIL practices through projects and training
  • Served as Incident, Request, and Problem Management Practice Owner
  • Developed and implemented KPIs to allow for monitoring trends and service levels
  • Oversaw all strategic and operational functions of an IT Service Desk consisting of 7 agents



San Jose State University

May 2013

Drake University Des Moines, IA


  • English
  • French
  • Arabic
  • German

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Demystifying the Role of an ITSM Process Consultant

As the world of Information Technology (IT) continues to evolve, so do the roles within it. One such pivotal role is that of an ITSM Process Consultant. This position is not just about managing IT processes; it’s about optimizing them, streamlining operations, and ensuring that an organization’s IT functions are aligned with its broader goals. Let’s delve deeper into the multifaceted role of an ITSM Process Consultant, a role that requires a deep understanding of IT Service Management and the ability to drive meaningful change.

Understanding the ITSM Process Consultant Job Requirements

Becoming an ITSM Process Consultant is a journey that demands a specific skill set and a solid foundation in IT. To excel in this role, you must meet a series of stringent requirements, each building a strong framework for success. Let’s explore the prerequisites needed to embark on this rewarding career path:

  • A Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field, showcasing your technical knowledge and commitment to the IT domain.
  • Profound expertise in IT Service Management (ITSM) frameworks, such as ITIL (Information Technology Infrastructure Library), and an understanding of how they can be applied to improve IT processes.
  • Experience in IT process analysis and optimization, demonstrating your ability to identify bottlenecks and implement solutions.
  • Strong analytical skills to assess data and metrics related to IT operations and make informed decisions.
  • Excellent communication skills to collaborate with cross-functional teams, convey complex technical concepts in a clear manner, and drive change effectively.
  • Project management skills, as you’ll often be tasked with leading process improvement initiatives.

Additional certifications in ITSM, such as ITIL certification, can enhance your profile and demonstrate your commitment to excellence in IT Service Management.

Roles and Responsibilities of an ITSM Process Consultant

The role of an ITSM Process Consultant is dynamic and multifaceted. It involves not just overseeing IT processes but actively working to optimize them. Here are the core responsibilities that define this role:

  • Assessing current IT processes and identifying areas for improvement. This involves conducting thorough process analysis and pinpointing bottlenecks or inefficiencies.
  • Collaborating with IT teams to design and implement process improvements. As a consultant, you’ll work closely with various teams to ensure that process changes are implemented effectively.
  • Monitoring and evaluating the effectiveness of process changes. You’ll need to establish key performance indicators (KPIs) and metrics to track the impact of process improvements.
  • Providing guidance on ITSM best practices and ensuring that IT processes align with industry standards and frameworks like ITIL.
  • Leading IT process improvement projects from inception to completion. This includes project planning, resource allocation, and monitoring project milestones.
  • Training and educating IT staff on new processes and procedures. Effective communication and training are crucial for successful process implementation.
  • Staying updated on emerging IT trends and technologies to suggest innovative solutions for process optimization.

Each of these responsibilities plays a crucial role in ensuring that an organization’s IT processes are efficient, effective, and aligned with its strategic objectives.

Crafting an Effective Resume as an ITSM Process Consultant

Your resume is your ticket to landing your dream job as an ITSM Process Consultant. To make it stand out, consider the following tips:

  • Highlight your successful process improvement projects. Provide specific examples of how your efforts led to increased efficiency or cost savings.
  • Showcase your expertise in ITSM frameworks. Mention any certifications or training you’ve received in ITIL or other relevant frameworks.
  • Include metrics to quantify your achievements. For instance, you can mention the percentage increase in process efficiency or the reduction in IT incidents after implementing your recommendations.
  • Personalize your resume for each job application. Tailor your qualifications and experience to match the specific requirements of the role you’re applying for.

Your resume should not only reflect your technical skills but also your ability to communicate and drive change within an organization.

Sample Resume Summary for an ITSM Process Consultant

Your resume summary is your opportunity to make a strong first impression. Here are some examples to inspire you:

  • “Experienced ITSM Process Consultant with a track record of optimizing IT processes, reducing costs, and improving service quality.”
  • “Results-driven ITSM Process Consultant with expertise in ITIL and a history of successfully leading process improvement projects.”
  • “Dedicated ITSM Process Consultant with a passion for streamlining IT operations and a commitment to delivering value to organizations.”

Your resume summary should convey your experience, skills, and the value you bring to the role of an ITSM Process Consultant.

Education and Certification for an ITSM Process Consultant

Your educational background and certifications are essential components of your resume. Here’s how to list them effectively:

  • Master of Science in Information Technology, XYZ University, 2019.
  • Bachelor of Science in Computer Science, ABC University, 2015.
  • ITIL Foundation Certification, 2017.

These qualifications demonstrate your academic foundation and your commitment to ongoing professional development.

Key Skills for an ITSM Process Consultant

As an ITSM Process Consultant, you’ll need a diverse skill set to excel in your role. Here are the key skills you should possess:

Soft Skills:

  1. Strong analytical skills for process assessment and optimization.
  2. Effective communication and interpersonal skills for collaborating with IT teams and stakeholders.
  3. Project management abilities to lead process improvement projects.
  4. Problem-solving skills to identify and address IT process challenges.
  5. Adaptability to navigate the ever-changing IT landscape.

Hard Skills:

  1. Expertise in ITSM frameworks such as ITIL.
  2. Data analysis skills for evaluating process metrics.
  3. Knowledge of IT tools and software used in process management.
  4. Proficiency in project management software for overseeing process improvement initiatives.
  5. Understanding of IT compliance and regulatory requirements.

Each of these skills is a valuable tool in your arsenal as an ITSM Process Consultant, enabling you to drive meaningful change and optimize IT processes effectively.

Common Mistakes to Avoid in Your ITSM Process Consultant Resume

When crafting your resume, it’s important to avoid common pitfalls that can diminish its impact. Here are some mistakes to steer clear of:

  • Using a generic resume for all applications. Tailor your resume to each job posting to highlight the skills and experiences most relevant to the role.
  • Focusing solely on job duties. Instead, emphasize your achievements and the impact of your work on IT processes and the organization.
  • Neglecting to include a cover letter. A well-written cover letter can provide context and a personal touch to your application.
  • Overloading your resume with technical jargon. Ensure that your resume is accessible to non-technical HR professionals and hiring managers.
  • Skip proofreading. Typos and errors can leave a negative impression. Always proofread your resume carefully.

Avoiding these mistakes will help you create a resume that effectively showcases your qualifications and stands out to potential employers.

Conclusion: Your Path to Success as an ITSM Process Consultant

In conclusion, the role of an ITSM Process Consultant is both challenging and rewarding. It requires a unique blend of technical expertise, analytical skills, and the ability to drive change within an organization. By meeting the necessary job requirements, showcasing your skills and experiences, and avoiding common resume mistakes, you can position yourself as a standout candidate for this role.

Remember, your resume is your introduction to potential employers, so make it count. Highlight your achievements, quantify your impact, and demonstrate your commitment to optimizing IT processes.

Are you ready to embark on your journey as an ITSM Process Consultant? Start by crafting a compelling resume that reflects your capabilities and dedication. Then, take the next step towards your dream career by exploring opportunities with leading organizations.

Utilize our AI Resume Builder to create an impressive resume tailored to the role of an ITSM Process Consultant. It’s a valuable tool that can help you stand out in the competitive job market and land the job you deserve.

Best of luck on your path to success as an ITSM Process Consultant!