Position: Ticketing Process Governance Consultant
Location: Denver, CO
Duration: 3 Months
Role Overview
Seeking a Senior ITSM Process Governance Consultant to standardize and improve ticketing operations across 20 ski resorts using the TeamDynamix platform.
Key Responsibilities
Assess ticketing workflows, governance gaps, and compliance across multiple locations.
Establish standardized processes for ticket creation, routing, escalation, resolution, and closure.
Analyze ticket data, SLA performance, backlog, and operational trends.
Develop dashboards, reports, and executive-level insights.
Drive process compliance, stakeholder alignment, and continuous improvement.
Support IT operations centralization and outsourcing assessments.
Required Skills
Strong experience in ITSM, service desk governance, or IT operations.
TeamDynamix experience strongly preferred.
Expertise in SLA management, incident management, ticket workflows, and reporting.
Experience standardizing processes across distributed teams.
Strong stakeholder management, documentation, and analytical skills.
ITIL knowledge and operational dashboard experience preferred.
Ideal Candidate: Senior Consultant with proven ITSM governance experience who can independently lead process standardization, compliance, and operational reporting.