Coach ITSM

Location: Remote
Work Hours: Part-time (Approximately 20 hours per week)
Language Requirement: Fluent English

We are seeking an experienced Coach ITSM with extensive expertise in Service Desk Incident Management and Request Management. The role involves guiding and coaching clients, leveraging hands-on experience to transfer knowledge effectively and ensure clients become self-sufficient in IT Service Management.

This position requires a deep understanding of ITIL v4 best practices and a strong ServiceNow background, particularly in incident and request management. The ideal candidate will have experience implementing ITSM processes and solutions to improve operational efficiency.

Key Responsibilities:

• Provide expert coaching to clients on Incident Management and Request Management best practices.

• Use hands-on experience to guide clients through ITSM processes, helping them become self-sufficient.

• Assist with ServiceNow implementations, configurations, and optimizations related to incident and request management.

• Ensure knowledge transfer, enabling clients to maintain and improve their ITSM processes independently.

• Work closely with client teams to identify gaps, improve workflows, and enhance service delivery.

• Align coaching with ITIL v4 principles and industry best practices.

• Deliver structured coaching sessions remotely (approximately 20 hours per week).