Client: Public Sector Client (disc Title: Service Management Process (SMP) Owner Pay Rate Range: $40.00 - $45.00 Location: Austin, TX - candidate must be within 50mi of Austin Job Type: Contact - 6month (likely to extend) Work Mode: Remote role Job Description: The SMP Owner will provide leadership in developing and managing projects that promote IT Service Management (ITSM) principles. In this role, you will guide the maturity of Infrastructure and Operations by implementing and optimizing Service Management methods, with a focus on ITIL, Remedy, and ServiceNow. Mandatory Skills & Experience: Candidates without the following skills and experience clearly outlined the resume will not be considered. * 8 years Experience with ITSM and ITIL governance processes: * Ability to think and act both strategically and tactically, and know when to apply each type of action * Very strong communication skills: oral, written, presentation, and facilitation * 8 years of experience utilizing Technical understanding with the ability to translate into business concepts * IT Service Management knowledge beyond theory, with 8 years hands-on experience implementing IT best practices * Credibility and trust; ideally, has earned the respect of IT managers and other business managers at all levels * The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and resolve service level issues * A good understanding of IT Outsourcing and Managed Services * Statistical, numerical, and analytical principles and processes * Innovative thinking focused on service quality and its improvement, within limits of costs and business direction * 8 years of experience adhering to Project Management best practices * 8 years Experience with ITSM service tools, ServiceNow, and Remedy Preferred Job Qualifications * 5yrs in Remedy On Demand * PMP Certification * 4 years Business Process Engineering * 4 years Technical Writing/Formal documentation * 4 years Experience with ServiceNow in use with supporting external business partners. Experience with Cloud service provider AWS * 3 years Training experience * 1 year with ServiceNow security operations. Experience with DevOps tools (Jira, GitLab, etc.)