United States
ITSM Consultant with Cyber Security
We are Systematix and we are currently looking for a Service Delivery and Service Management Consultant with experience working with Cyber Security teams.
ABOUT THE PROJECT
Our client is activating a service provider partnership and implementing new IT Service Management (ITSM) processes and metrics. We are seeking an experienced Service Delivery and Service Management Consultant to support this initiative. The ideal candidate will have a strong background in ITSM, ITIL, and Cyber Security service operations, helping to define, implement, and optimize processes and performance metrics.
ABOUT THE RESPONSIBILITES
- Applying base ITIL and ITSM process understanding to service request management, incident management, and operations monitoring.
- Assist with defining, implementing, or continuously improving ITSM processes including:
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-Ticket workflow / queue management.
- Leading the collection, and or computation of, metrics; performing metrics quality assurance; developing and redacting metrics reports of professional and presentable quality.
- Coordinating and leading weekly performance status calls and metrics reviews.
- Assisting with defining, implementing, or continuously improving supplier governance processes such as:
???????-Personnel onboard and offboard.
-Personnel periodic access validation
-Daily operations monitoring performance and shift log quality assurance audit / validation.
-Ticket routing accuracy and optimization.
-SLA and ticket age monitoring.
-Tracking and coordinating updates to runbooks, shift logs, and similar documents.
-Maintaining fulfiller group and email distribution list membership.
ABOUT THE REQUIRED SKILLS
- 6+ years of experience leading ITSM processes for Cyber Security
- Experience working in Cyber Security Service Delivery is a strong asset
- Experience with Ticket workflow / queue management; Ticket routing accuracy and optimization; SLA and ticket age monitoring.
- Proficient in using Microsoft Excel (data analysis, charting) and PowerPoint (data visualization).
- Ability to communicate effectively.
- Ability to coordinate weekly performance reviews and track supplier performanceKnowledge of security technologies and trends
- Must have a technical background and the able to interface with facilities vendors
- Undergraduate degree or equivalent experience preferred.
ABOUT THE ROLE
This is a 9-month contract, with a strong intent to extend, to be performed remotely in the Eastern or Central time zone.
APPLY NOW
If you are interested in finding out more, please contact us or submit your resume.
ABOUT SYSTEMATIX
Systematix is a Global Consulting and Resourcing firm head quartered in Canada with offices across North America and the United Kingdom. We provide the highest caliber consulting solutions to a diverse client base that includes all levels of Government and all Private Industry sectors.
Systematix is committed to creating a diverse, inclusive environment and is proud to be an equal opportunity employer. At Systematix, we don’t just accept difference, we thrive on it and believe that diverse cultures, perspectives, and experiences enhance our workforce and bring value to our community. Systematix Technology Consultants Inc has adopted the Employment Equity Policy to promote the full participation and advancement of members of the designated groups (women, indigenous peoples, members of visible minority groups, and persons with disabilities) under the Canadian Human Rights Act and Employment Equity Act in the Systematix Technology Consultants Inc workforce.
