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Job Title: ITIL Expert
Location: Clayton, NC
Pay: $42.30 - $46.15/hr
Area Code: 919, 984
Zip Code: 27520
Start Date: ASAP
Keywords: #ITLExpert, #IT
An ITIL Expert job in Clayton, NC is currently available on the Belcan Team as a contract position providing support to one of our key pharmaceutical clients. You will play a pivotal role in aligning our processes with industry best practices, ensuring compliance with regulatory frameworks, and driving adoption across ITD teams. You will be key in helping us to establish a sustainable service delivery model, balance governance with operational needs, and ensure that our ServiceNow implementation remains scalable, efficient, and aligned with business objectives. We are looking for someone with deep ITIL expertise, strong experience in ITSM process optimization, and a proven ability to guide organizations through service transformation initiatives using ServiceNow.
Role Overview
We are seeking an ITIL expert to play a critical role in our service transformation journey by ensuring IT service management processes are structured, scalable, and aligned with industry best practices.
There will be two primary areas of focus:
1. Optimizing the ITD Service Desk, to help enhance incident, request, and problem management processes to improve service quality and user experience
2. Supporting the ServiceNow implementation project to help ensure that the platform design, governance, and adoption align with ITIL standards and operational needs
The ITIL expert will work closely with IT leadership, Service Desk teams, governance, and ServiceNow consultants to support the transition to a modern, efficient, and ITIL-aligned service delivery model.
Key Responsibilities
IT Service Desk Optimization & ITIL Process Enhancement
* Assess and improve Incident Management, Request Fulfillment, Problem Management, and Service Level Management processes to align with ITIL best practices
* Define clear workflows, escalation paths, and service request models to improve resolution times and service consistency
* Optimize Knowledge Management to improve self-service capabilities and reduce repetitive tickets.
* Establish KPIs, SLAs, and reporting mechanisms to measure performance and drive Continuous Service Improvement (CSI)
* Provide mentorship and training to Service Desk personnel on ITIL processes, ensuring consistency in service delivery
ServiceNow Implementation Support & ITIL Alignment
* Ensure that the ServiceNow implementation supports ITIL best practices while balancing governance requirements with operational efficiency
* Collaborate with ServiceNow consultants, ITSM governance, and operational SMEs to design and validate Incident, Request, Change, and Problem Management workflows
* Work with the ServiceNow Platform Architect to ensure the CMDB structure, service request design, and automation strategies align with ITIL principles
* Support the implementation of Service Catalog and Self-Service Portals, ensuring usability and adoption
* Assist in the configuration, testing, and go-live readiness of ServiceNow, ensuring smooth operational transition
* Develop adoption and training strategies to ensure IT teams and end-users effectively utilize ServiceNow"s capabilities post-implementation
Required Qualifications
* ITIL v4 Managing Professional (MP) or ITIL v3 Expert Certification required
* 8+ years of IT Service Management (ITSM) experience, with a strong focus on Service Desk operations and ITIL adoption
* Proven experience in optimizing IT Service Desk processes, including ticketing workflows, SLAs, and automation strategies
* Experience with ServiceNow ITSM implementation, with an understanding of workflow automation, request fulfillment, and change management
* Strong background in IT governance, compliance, and regulatory alignment for ITSM processes
* Ability to analyze, optimize, and implement ITIL-aligned processes while maintaining operational flexibility
* Experience in training and mentoring IT teams to improve ITIL adoption and service excellence
* Excellent stakeholder management, communication, and leadership skills to work across IT, governance, and business teams
Preferred Qualifications
* Familiarity with ServiceNow ITOM (CMDB, Discovery, Event Management) and GRC modules
* Experience with agile methodologies and DevOps frameworks
* Strong data analysis and reporting skills to drive service improvement decisions
If you are interested in this ITL Expert job in Clayton, NC, please apply via the "apply now" link provided.
Belcan is a global supplier of engineering, technical recruiting, and IT services to customers in the aerospace, industrial, and government sectors. Belcan engineers better outcomes through adaptive and integrated services from jet engines, airframe, and avionics to heavy vehicles, chemical processing, and cybersecurity. Belcan takes a partnering approach to provide customer-driven solutions that are flexible, scalable, and cost-effective. Our unique capabilities have led to continuous growth and success for nearly 60 years. We are a team-driven Equal Opportunity Employer committed to workforce diversity.
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