ITIL Consultant

Barrow Wise Consulting•Rockville, MD

4d•$90,000 - $150,000•Hybrid

About The Position

Enjoy problem-solving, need a venue to display your creativity, and emerging technologies pique your interest; if so, Barrow Wise Consulting, LLC is for you. As a multi-disciplined leader, you understand the gifts that set you apart from everyone else. Demonstrate innovative solutions to our clients. Join Barrow Wise Consulting, LLC today. The ITIL Consultant will support Barrow Wise's DHS project and perform the following duties: Evaluate help desk and service desk operations Review incident, problem, and change management processes Assess SLA and OLA performance, knowledge management, and user satisfaction Identify service management improvements that strengthen reliability and support Evaluate IT operations and infrastructure, core technologies and platforms, application development and solution delivery, customer support/help desk, dashboard reporting, project and portfolio management, and compliance with best practices and federal standards Conduct structured interviews with IT leadership, business stakeholders, and operational teams Review policies, SOPs, architecture documents, inventories, SLAs, PPM artifacts, dashboards, performance reports, and prior audits Perform lightweight technical reviews of monitoring tools, configurations, ITSM systems, and PPM tools as appropriate and approved Analyze operational and project metrics, including incident volumes, resolution times, change success rates, project delivery performance, and dashboard usage Assess maturity, identify strengths and gaps, and document root causes across people, process, tools, governance, and culture Develop findings, recommendations, and a prioritized roadmap for improvement Prepare executive briefings, working session materials, and final audit reports Support optional implementation Collaborate with client teams onsite or remotely as needed, including coordination with federal stakeholders Attend meetings in person in the DC Area

Requirements

U.S. Citizenship, MD/DC/VA resident preferred
Bachelor's degree in a related field
5+ years of experience supporting federal agencies or defense organizations
Experience with ITIL, service management, or ITSM process review
Dashboard reporting, analytics, or data governance
Background in IT audit, IT operations assessment, or federal consulting
Familiarity with federal governance and compliance frameworks such as FITARA, OMB A-11/A-130, FISMA, TIC 3.0, FedRAMP, Section 508, and Zero Trust
Working knowledge of NIST, ITIL, PMI, and GAO best practices
Experience reviewing IT operations, infrastructure, application delivery, help desk services, reporting, or PPM functions
Strong analytical, writing, and presentation skills
Ability to synthesize findings into clear, actionable recommendations
Strong organizational skills and attention to detail
Ability to work collaboratively in a team-focused environment

Responsibilities

Evaluate help desk and service desk operations
Review incident, problem, and change management processes
Assess SLA and OLA performance, knowledge management, and user satisfaction
Identify service management improvements that strengthen reliability and support
Evaluate IT operations and infrastructure, core technologies and platforms, application development and solution delivery, customer support/help desk, dashboard reporting, project and portfolio management, and compliance with best practices and federal standards
Conduct structured interviews with IT leadership, business stakeholders, and operational teams
Review policies, SOPs, architecture documents, inventories, SLAs, PPM artifacts, dashboards, performance reports, and prior audits
Perform lightweight technical reviews of monitoring tools, configurations, ITSM systems, and PPM tools as appropriate and approved
Analyze operational and project metrics, including incident volumes, resolution times, change success rates, project delivery performance, and dashboard usage
Assess maturity, identify strengths and gaps, and document root causes across people, process, tools, governance, and culture
Develop findings, recommendations, and a prioritized roadmap for improvement
Prepare executive briefings, working session materials, and final audit reports
Support optional implementation
Collaborate with client teams onsite or remotely as needed, including coordination with federal stakeholders
Attend meetings in person in the DC Area