ITSM Process Governance Consultant || 100% Remote role
About The Position
The consultant will work alongside the PMO to review, govern, monitor, analyze, report on, and help enforce standardized network ticketing and activity-management processes across 20 ski resorts using the enterprise TeamDynamix platform. The role addresses inconsistent ticketing practices that limit visibility into service quality, network system administration performance, compliance, and operational consistency. It will help establish a structured feedback loop, strengthen compliance, improve management visibility, and support decision-making as the client evaluates centralized operations and potential outsourcing options. This is a short-term consulting engagement. The consultant is expected to operate independently, influence stakeholders across multiple locations, address inconsistent practices, and produce executive-ready reporting. Success includes establishing a baseline of current practices, documenting standards and governance expectations, improving visibility into ticket quality and performance, creating recurring reporting and feedback, and providing actionable recommendations on centralization and potential outsourcing.
Requirements
- Strong experience with IT service management, ticketing operations, service desk governance, or network operations process management.
- Hands-on familiarity with enterprise ticketing platforms; TeamDynamix experience is strongly preferred.
- Ability to analyze ticket data, identify process issues, and translate findings into actionable operational recommendations.
- Experience defining and enforcing process standards across distributed or federated operating environments.
- Working knowledge of SLA management, escalation models, incident and request workflows, backlog management, and operational reporting.
- Strong stakeholder management skills, including working with PMO teams, technical administrators, resort operations teams, and senior leaders.
- Excellent documentation, reporting, and presentation skills.
- Ability to work independently in a short-term, high-impact consulting engagement.
Nice To Haves
- Experience in multi-site operations, hospitality, travel, resort, retail, or other distributed service environments.
- Background supporting IT operations centralization, shared services design, managed services transition, or outsourcing assessment.
- Familiarity with ITIL-aligned practices, especially incident management, request fulfillment, problem management, and continual improvement.
- Experience building operational dashboards or reports using ticketing-system data.
Responsibilities
- Partner with the PMO to assess current ticketing workflows, governance gaps, and process variation across resorts.
- Review TeamDynamix ticketing activity to identify trends, bottlenecks, compliance issues, quality concerns, and operational risks.
- Define and document centralized standards for ticket creation, routing, prioritization, escalation, resolution, closure, and reporting.
- Monitor adherence to ticketing processes and establish mechanisms to encourage and enforce compliance across distributed resort teams.
- Create recurring reports and dashboards showing ticket volume, aging, SLA performance, resolution quality, backlog, and team accountability.
- Develop a feedback loop among resort teams, network administrators, PMO stakeholders, and leadership to drive continuous improvement.
- Support governance routines, including process reviews, operational check-ins, issue escalation, and executive updates.
- Provide analysis and documentation to inform future centralization and potential outsourcing decisions.
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
