TitleSenior ITSM Consultant
Department NameEnterprise Services
Windward Consulting is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world.

If you are looking for an opportunity to be involved with a team of individuals who are working within one of our cutting edge clients solving complex technical challenges then we are looking for you. We are looking for people who are passionate about technology and have a "roll up their sleeves mentality". Here at Windward we offer numerous opportunities to expand your experience in various areas depending upon your aptitude and interests. Our employees are not only passionate and driven, but strive to ensure customer quality is delivered consistently and effective.

We are looking to hire a high-energy Senior IT Service Management process consultant to join an established team focusing on process improvement activities. As part of this team, you will be responsible for identifying incremental improvement activities relating to IT Infrastructure Library (ITIL®)-based processes, and articulation/discernment of desirable and achievable results relating to those processes. You will serve as a go-to expert for process and workflow enhancement activities; ensuring that requirements are met through sequenced activities, inputs, and outputs; and are measurable and manageable.
Job Responsibilities:
  • Apply Incident / Problem / Change / Knowledge Management best-practices and methodologies in the development and implementation of network/communications/web systems
  • Serve as integral part of organization as a thought leader in applying change management principles to streamline business processes and optimize operational efficiencies and ensure services are performed within established service levels and Key Performance Indicators (KPIs)
  • Focus on problem management, analyzing incident history, defining deadlines for post-mortems
  • Support development of a single repository for all documentation
  • Publish Service Level Objectives and Availability Statistics
  • Analyze Customer's business and user needs, priorities, document requirements, and make recommendations to Customer Senior Leadership on how to apply best practices and methodologies to address priorities, policies, procedures, technical problems, and bottlenecks
Required Skills:
  • 8 - 10+ years experience using IT Service Management methodologies including ITIL®, business process re-engineering, and/or quality management initiatives
  • Expertise in Incident, Problem, Change, and Knowledge Management processes applied in an operational environment
  • Experience working with/leading process reformation teams
  • Knack for uncovering and recommending timely and high-impacting enhancements to day-to-day processes
  • Desire to develop complex strategies to overcome cultural resistance to process-driven change
  • Experience coordinating efforts through complex, diverse organizations
  • Experience facilitating quality improvement efforts
  • Excellent verbal and written communication skills
  • Excellent leadership and problem-solving skills
  • Experience with common ITSM ticketing systems (Remedy, ServiceNow) and SharePoint
Work Locations:
  • Herndon, VA or Baltimore, MD

Travel Required:
  • Yes, some local travel required

Windward strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.
Windward IT Solutions is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.