Job Description
We are seeking a skilled and experienced ITSM Specialist to lead the consolidation of two IT Service Management (ITSM) platform instances into a single, unified solution. The ideal candidate will have hands-on experience with Freshservice or similar tools (e.g., ServiceNow, Jira Service Management) and a strong background in ITIL practices, data migration, system configuration, and stakeholder engagement.
- 6-Month Contract
- £400 - £500 p/d
Key Responsibilities:
ITSM Platform Consolidation:
* Lead the integration and merger of two separate ITSM instances into a single operational environment, ensuring minimal disruption and maximum efficiency.
Requirements Gathering & Analysis:
* Collaborate with stakeholders from both environments to gather business requirements, workflows, and custom configurations for the merged platform.
Configuration & Customisation:
* Configure the unified ITSM system to reflect combined workflows, SLAs, automation rules, and knowledge base content.
Data Migration:
* Plan and execute safe, accurate data migration, ensuring data integrity, record mapping, deduplication, and historical continuity.
Process Harmonisation:
1. Align ITSM processes across the two organisations (incident, change, problem, asset, and request management) to a standardised model ...