Consultant

• Lead the current state assessment of Customer Service Desk operations, including direct observation across shifts and workflow documentation from ticket creation through resolution
• Plan and conduct stakeholder interviews with Service Desk agents and supervisors, IT support teams, end users, and IT leadership
• Synthesize findings into a current state assessment report and detailed process maps
• Benchmark current operations against ITIL/ITSM best practices and HDI and Gartner benchmarks
• Assess maturity using industry frameworks
• Identify capability gaps and develop a prioritized remediation roadmap
• Define service catalog scope and categorize incident and request types by L1/L2/L3 support tier
• Develop SLA frameworks with P1–P4 priority definitions, response and resolution targets, calculation methodology, and OLAs
• Define success metrics and KPIs, including L1 resolution rate, response and resolution times, user satisfaction, and SLA compliance
• Design the future-state Service Desk operating model, escalation decision trees, routing logic, organizational recommendations, and quality management framework
• Analyze escalation patterns, identify shift-left opportunities, refine the service catalog, and design L1/L2 training curriculum
• Contribute ITSM expertise to MSP market research and vendor-neutral MSP technical requirements
• Facilitate stakeholder workshops and direct non-key personnel assigned to assessment and design activities

Lead ITSM/ITIL Consultant, SME

Program Manager

• Serve as PBG's program lead for the task order, directing work across all phases and coordinating with the COR and TPOC
• Conduct project kickoff and confirm scope, objectives, timeline, and constraints with Customer leadership
• Establish project governance, Steering Committee structure, working groups, decision-making protocols, escalation paths, and RACI matrix
• Develop and maintain the Project Charter, Project Management Plan, Stakeholder Analysis & Communication Plan, Risk & Issue Log, WBS, milestone schedule, resource allocation, quality assurance approach, and change control process
• Deliver weekly written status reports and monthly executive dashboards
• Lead stakeholder interviews, workshops, and focus groups
• Oversee and direct non-key personnel
• Ensure deliverables are complete, accurate, professionally formatted, version-controlled, submitted, revised, and accepted
• Synthesize assessment findings into executive reports and presentations for Customer IT leadership
• Direct development of the MSP transition playbook, MSP oversight framework, final transformation report, and executive briefing
• Provide post-engagement advisory support during the initial MSP transition
• Maintain a vendor-neutral advisory role
• Prepare the phase-out plan and confirm return or storage of work products, equipment, and information at closeout

Senior Program Manager

Backend Engineer

• Assess the Customer's current ServiceNow configuration, including modules, customizations, workflows, knowledge base, reporting, integrations, technical debt, and historical ticket data
• Design the future-state ServiceNow configuration, ITSM workflows, SLA specifications, requirements workbook, and transition plan
• Design dashboards, reports, self-service portal wireframes, user journeys, and accessibility requirements
• Develop integration specifications for Active Directory, email, PAM, and remote access tools
• Configure incident and request workflows, assignment rules, escalation triggers, priority matrix, service catalog, and SLAs
• Configure the Knowledge module, SLA monitoring dashboards and reports, and self-service portal
• Implement integrations with Customer systems, including PAM
• Oversee and validate configuration against design specifications
• Conduct unit, integration, and performance testing; support UAT and technical go-live readiness
• Develop configuration documentation and an administration guide; train Customer administrators
• Direct non-key personnel assigned to ServiceNow development and testing

Lead ITSM/ITIL Consultant, SME

Senior Program Manager

ServiceNow Architect – Technical Lead