[Hiring] Ticketing Process Governance Consultant @Georgia IT

Role Description

Seeking a senior ITSM Process Governance Consultant to standardize and improve ticketing operations across multiple locations using TeamDynamix. The consultant will partner with the PMO to strengthen governance, monitor compliance, improve reporting, and drive operational efficiency.

Key Responsibilities

• Assess ticketing workflows, identify governance gaps, and standardize processes.
• Analyze ticket data, SLA performance, backlog, escalations, and resolution quality.
• Establish ticketing standards, compliance controls, and escalation procedures.
• Develop operational dashboards, reports, and executive-level updates.
• Collaborate with PMO, IT teams, and distributed operations stakeholders.
• Recommend process improvements and support centralization or outsourcing initiatives.

Qualifications

• Strong experience in ITSM, service desk governance, or IT operations.
• Hands-on experience with enterprise ticketing platforms; TeamDynamix preferred.
• Knowledge of ITIL, incident management, SLA monitoring, and backlog management.
• Experience establishing process standards across multiple locations or teams.
• Strong analytical, documentation, reporting, and stakeholder management skills.
• Ability to work independently and deliver results in a short-term engagement.

Requirements

• Experience in IT operations centralization, shared services, managed services, or outsourcing assessments.