Service Management Consultant (ITSM)

TL;DR

Service Management Consultant (ITSM): Managing and improving enterprise IT Service Management processes with an accent on governance, service reliability, and process automation. Focus on translating operational needs into functional requirements and implementing AI-enabled transformation initiatives.

Location: Hartford, CT

Salary: $100,070 - $157,470 USD

Company

hirify.global is a financial services organization dedicated to improving financial futures for customers and communities.

What you will do

• Operate and continually improve assigned ITSM processes to ensure consistent and effective service-management outcomes.
• Define and maintain process standards, governance, and controls in alignment with organizational objectives.
• Execute process-transformation initiatives involving workflow optimization, automation, analytics, and AI integration.
• Translate business and operational needs into functional requirements, process flows, and user stories.
• Analyze service-management data and performance trends to identify gaps, risks, and improvement priorities.
• Lead cross-functional workshops and drive accountability across technology teams and stakeholders.

Requirements

• Bachelor's degree in IT, Computer Science, Business, or equivalent professional experience.
• 7+ years of experience in an ITSM practitioner, process-management, or service-operations role.
• ITIL Service Management Foundation certification (required).
• Working knowledge of enterprise ITSM platforms, preferably ServiceNow.
• Strong analytical skills to define performance measures and interpret operational data.
• Ability to influence and drive cross-functional results without direct reporting authority.

Culture & Benefits

• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) savings plan with company matching up to 6%.
• Employer-paid cash balance retirement plan (4%).
• Tuition reimbursement up to $5,250 per year.
• Paid time off including 20 days, 9 company holidays, and a flexible Diversity Celebration Day.
• 40 hours of paid volunteer time per calendar year.