Senior Process Improvement Consultant (ITIL / ITSM Focus)

Celerity It • McLean, VA

244d • $140,000 - $170,000 • Remote

About The Position

Join a workplace that thrives on collaboration and support, consisting of individuals who are not only experts in their fields but also kind, smart, fun, and passionate about what they do. Teamwork isn't just encouraged - it's the way we operate. At Randstad Digital Advisory, we strive to provide opportunities to learn and grow, from on-the-job coaching to online courses to continuous feedback. Our employees have the autonomy to do their best work, using their skills to make a meaningful impact both within the team as well as for our diverse clientele. We offer attractive pay, a well-rounded benefits package, and flexible working arrangements (including work-from-home when possible). We are seeking an experienced Process SME with strong ITIL and IT Service Management (ITSM) expertise to support process optimization, future-state process design, and documentation for a global restaurant chain. The client is undergoing a major enterprise technology transformation and requires consulting support to assess current processes, recommend improvements, and help standardize IT operations aligned to service management best practices.

Requirements

• Bachelor's degree required (Business, IT, or related field); advanced degree preferred
• ITIL v3 or v4 certification required
• 7+ years' experience in business process improvement, service management, or IT operations
• Experience working in ITSM environments, including familiarity with incident, problem, change, release, and configuration management
• Demonstrated success leading process standardization, optimization, or transformation within enterprise IT organizations
• Experience facilitating working sessions and documenting process architecture and improvement roadmaps
• Strong consulting presence with the ability to work independently and advise senior stakeholders
• Proven ability to translate between technical and business stakeholders, bridging gaps between goals and operational realities
• Experience working in agile and product-led environments
• Excellent written communication skills with the ability to develop polished documentation, training, and communications
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint, Visio); experience with collaboration tools like Mural or Miro is a plus

Nice To Haves

• A consulting mindset with the ability to quickly assess an unfamiliar environment, identify improvement levers, and structure an actionable plan
• Depth in ITIL and ITSM frameworks, with real-world experience applying them in enterprise settings
• Clear, structured communication style, both in facilitation and in deliverable development
• Ability to balance structure and flexibility in fast-moving transformation environments
• Positive, team-first attitude with the ability to build trust quickly across stakeholders

Responsibilities

• Define foundational process standards, governance structures, and accountability models to support the formation of a Process Governance Center of Excellence
• Utilize ITIL and ITSM expertise to assess, optimize, and document core IT and operational processes
• Lead process discovery and analysis across IT service delivery and support areas to identify inefficiencies, gaps, or misalignments with desired outcomes
• Facilitate workshops and stakeholder interviews to document current-state processes and uncover improvement opportunities
• Help define future-state operating models and standard operating procedures that support agile, product-oriented teams
• Ensure process designs are compatible with Agile delivery models, including sprint-based service management, cross-functional collaboration, and continuous improvement
• Understand ServiceNow capabilities and configuration impact on process design
• Ensure alignment to industry best practices in service management, while tailoring solutions to the client's specific context and goals
• Collaborate with enterprise leadership to align proposed changes with strategic business and IT objectives
• Define KPIs and success metrics to measure the impact of new processes on service performance, adoption, and business outcomes
• Support pilot rollouts of new or revised processes, including refinement based on real-world feedback
• Develop training materials, change management documentation, and success metrics to track implementation impact

Benefits

• Medical, dental, vision, and basic life insurance coverage for employees and their families
• 401k plan and deferred compensation plan
• Accrual of up to 2 weeks of vacation in a year
• 8 paid holidays throughout the calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree