Coach ITSM à Ottawa
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:
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Provide expert coaching to clients on Incident Management and Request Management best practices.
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Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.
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Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.
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Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.
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Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.
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Align coaching with ITIL v4 principles and industry best practices.
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Deliver structured coaching sessions remotely (approximately 20 hours per week).
Required Qualifications & Experience:
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Extensive experience in Incident Management and Request Management within a Service Desk environment.
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Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.
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Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.
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Experience in guiding, coaching, and mentoring clients or teams.
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Ability to work independently in a remote setting, managing client expectations and delivering effective training.
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Excellent communication skills in English to articulate complex ITSM concepts clearly.
Preferred Qualifications:
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ITIL v4 certification.
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Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.
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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!