ITSM Assessment Consultant

ITSM Assessment Consultant

Location: Brussels, Belgium (on-site)

Duration: Initial contract until 21/01/25

Setup: Freelance (Daily rate / Limited Company / Umbrella / Sole Trader)

Location: Brussels

We’re seeking an experienced ITSM Assessment Consultant to support a major transformation within the European energy sector. This role offers the opportunity to contribute to sustainable, reliable infrastructure by assessing and optimising enterprise IT Service Management capabilities.

Key Responsibilities

• Discovery & Framing: Define project scope, objectives, and in-scope toolsets; map all ITSM tools (versions, modules, licensing) into the Enterprise Architecture landscape.
• Current-State Analysis: Inventory and assess maturity across key ITSM domains—including Change Management, Incident, Problem, CMDB, Service Request, SLAs, and Knowledge Management—with focus on process coverage, integration and user experience.
• Requirements & Gap Analysis: Lead workshops and stakeholder interviews (following BABOK methodology) to gather functional/business requirements; identify gaps between current and target state.
• Strategic Evaluation: Evaluate licensing, cost-per-user, tool benchmarking, integration risks, cloud readiness, and vendor lock-in. Deliver a roadmap with prioritised quick wins and strategic initiatives.

Required Skills & Experience

• 5+ years in ITSM process improvement or tool evaluation for large enterprises.
• Expertise in at least two major ITSM platforms (e.g. ServiceNow, Jira Service Management).
• Familiarity with Jira Software, Ivanti Neurons is a strong plus.
• Proficient in BPMN 2.0 and ArchiMate 3.1 (Sparx EA experience preferred).
• Strong analytical, facilitation and documentation skills.
• Fluent in English.