IT Service Improvement Consultant

IT Service Improvement Consultant

Hybrid: 2 days in office per week - Greater Springfield, MA

Duration: 12 months possible extension

The IT Service Improvement Consultant is responsible for assessing, advising, and driving improvements throughout the Information Services organization, with a heavy focus on IT incident and problem management, IT service resilience, and business continuity practices. The selected Consultant will work cross-functionally throughout IT and with business stakeholders to identify service inefficiencies, facilitate incident retrospectives, model and audit platforms, applications, and related business services for CMDB, recommend process improvements to enhance operational reliability and reduce service disruptions, and improve recovery readiness as part of the IT Disaster Recovery (ITDR) and BCP programs.

Responsibilities

Incident & Problem Management Improvement

• Assess current incident and problem management processes, tools, and SLAs
• Identify inefficiencies in the IT Incident Retrospective lifecycle (e.g. detection, escalation, resolution)
• Refine root cause analysis (RCA) and lessons learned practices
• Recommend improvements to reduce Mean Time to Detect (MTTD), Mean Time to Respond (MTTR), and incident recurrence
• Facilitate and organize IT Incident Retrospective sessions & After-Action Reporting to ensure learnings are tracked and organized for action by IT Management

Continuous Service Improvement (CSI)

• Establish and maintain a service improvement backlog
• Define and track KPIs related to service health (e.g. availability, reliability, SLA adherence, customer satisfaction)
• Lead cross-functional working sessions to prioritize and implement improvements
• Create dashboards or reports that communicate service performance and improvement trends

IT Service Management (ITSM) Maturity

• Evaluate ITSM processes (incident, problem, change, knowledge, configuration) against best practices (e.g. ITIL)
• Advise on process standardization, documentation, and automation opportunities
• Assist in developing service catalogs and service/operational-level agreements (SLAs/OLAs).
• Support governance and continual process maturity
• Review Infrastructure Configuration Requests (ICRs) to ensure correct CMDB business service and approval group mappings

Disaster Recovery & Business Continuity Readiness

• Review and assess ITDR/BCP plans and documentation
• Identify gaps in recovery objectives (RTO/RPO), failover procedures, or test practices
• Recommend enhancements to DR testing frequency, scope, or validation criteria
• Participate in tabletop exercises and coordinate with Enterprise Resilience, Information Services & Cyber Security, and business stakeholders to examine and align on recovery capabilities and expectations

Stakeholder Engagement & Knowledge Transfer

• Serve as a liaison between Enterprise Resilience, the HPI (Human Performance Improvement) Core Team, and other IT and business stakeholders
• Present findings, recommendations, and roadmaps to IT Management
• Mentor internal staff on ITSM and CSI best practices
• Document recommendations, processes, and metrics in a format suitable for long-term internal use
• Participate in regular Change Management & Infrastructure Review meetings to stay apprised of day-to-day operations throughout IT
• Organize Infrastructure Review data into CMDB and CRS in partnership with Infrastructure Services, Service Delivery, Change, Asset & License Management, and Enterprise Architecture teams