ITSM Process Improvement Lead #2848

Genius Road • Austin, TX

5d • Hybrid

About The Position

Our client is seeking a highly skilled and results-driven ITSM Process Improvement Lead to spearhead strategic initiatives focused on optimizing IT service management (ITSM) operations. This leadership role will be responsible for analyzing existing IT processes, identifying operational gaps, and driving the design and implementation of scalable, efficient, and sustainable solutions aligned with best practices and organizational goals. The ideal candidate will bring a deep understanding of ITSM frameworks (such as ITIL), a proven ability to lead cross-functional initiatives, and strong experience delivering measurable performance improvements in complex enterprise or public-sector environments. This is a full-time contract position based in Austin, TX with a hybrid work schedule.

Requirements

• Bachelor’s degree in Business, Communications or a related discipline
• 5+ years of proven experience evaluating, redesigning, and optimizing ITSM or enterprise-level business processes in a large organization
• Some basic experience specifying software or system requirements in support of redesigned or improved process workflows
• Familiarity with ITIL, Lean, Six Sigma, or similar process improvement methodologies
• Experience working in public sector or regulated environments with high security and compliance standards
• Strong communication, facilitation, and stakeholder engagement skills
• Ability to manage multiple concurrent initiatives and deliverables in a fast-paced environment

Responsibilities

• Evaluate and map current-state ITSM processes, identifying pain points, inefficiencies, and compliance gaps
• Lead comprehensive process improvement and transformation initiatives across IT operations
• Design and implement optimized workflows and operating models based on ITIL or other ITSM best practices
• Develop and document business requirements for software or system enhancements to support process improvements
• Partner with cross-functional stakeholders including IT leadership, service desk, infrastructure, and compliance teams to drive change adoption
• Define, track, and report key performance indicators (KPIs) and success metrics to monitor progress and impact
• Facilitate workshops, process walkthroughs, and training sessions to align teams on new processes and continuous improvement initiatives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level