ITIL / ITSM Consultant

About the opportunity:
Hybrid Pathways, a New Era Company, is seeking a surge (2 week) resource that is an expert in ITIL (Information Technology Infrastructure Library / ITSM (Information Technology Service Management) consultant to provide support for a key enterprise initiative related to the reporting architecture for demand intake, demand management, capacity planning and resource management for an enterprise cybersecurity function.
Responsibilities:

• Consult and advise on the “art of the possible” for enterprise cybersecurity function demand management and resource management for standardization on large enterprise resource and demand management.
• Work with customers to identify holistic framework for demand management and resource management and forecasting on ServiceNow platform and integration with financial management system.  
• Advise on tying financial portfolio and program management system to product-based IT Service Management (ITSM) functions on ServiceNow platform for cybersecurity functions. 
• Identify potential leading and industry practices for customers to use based on experience with other organizations and enterprises. 

Required Skills                                                                  

• 3 – 5 years experience applying demand and resource management process controls 
• Experience design processes for demand & resource management and forecasting 
• Experience with visualization platforms 
• Experience with using data lakes for visualization platforms (e.g., Tableau) 
• Experience with ServiceNow for implementation of ITSM processes for enterprise business functions 
• ITIL Certification 
• Hands on experience applying ITIL framework to business operations 
• Excellent analytical skills 
• Ability to leverage existing documentation 
• Collaborative team worker – both in person and virtually using MS Teams or similar 
• Excellent documentation skills; demonstrated proficiency in Microsoft Office including Word, Excel, and PowerPoint 
• Ability to work as liaison between business and information security / information technology 
• Flexibility to accommodate working across different time zones 
• Excellent interpersonal communication skills with strong spoken and written English 
• Business outcomes mindset 
• Solid balance of strategic thinking with detail orientation
• Self-starter, ability to take initiative
• Project management and organizational skills with attention to detail 

Preferred Skills

• Hands on experience applying ITIL and ITSM frameworks to business cybersecurity operations 
• Experience with Tableau 
• Experience with Pivot Tables in MS Excel 
• Experience with data mapping and data governance for resource & demand management and forecasting functions for enterprise operations 

Preferred Education

• Bachelor's degree (BA/BS) from four-year college or university; or equivalent training, education, and work experience.
• Cybersecurity certifications such as CISSP, CISM, etc. 

About Us:       
Hybrid Pathways is a New England-based IT professional services company that assists mid-to-large enterprises with the implementation of secure IT environments that span on-premises and public cloud platforms. Be a part of a fast-paced, growing organization focused on doing great projects for great people.    
EEO Statement:
Hybrid Pathways is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, or veteran status. 
 

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