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).

Requirements

Required Qualifications & Experience:

• Extensive experience in Incident Management and Request Management within a Service Desk environment.

• Hands-on expertise in ServiceNow with a proven track record of implementing ITSM solutions.

• Strong understanding of ITIL v4 best practices and how to apply them in real-world scenarios.

• Experience in guiding, coaching, and mentoring clients or teams.

• Ability to work independently in a remote setting, managing client expectations and delivering effective training.

• Excellent communication skills in English to articulate complex ITSM concepts clearly.

Preferred Qualifications:

• ITIL v4 certification.

• Previous experience working as a ServiceNow Consultant, ITSM Coach, or ITSM Process Owner.

• Experience in process automation, service improvements, and ITSM tool optimizations.

If you are a seasoned ITSM expert passionate about helping organizations succeed through effective coaching and knowledge transfer, we would love to hear from you!