IT & Technology Decision Maker - ITSM/ESM Subject Matter Expert
P
Prolific Academic LtdIT Research
Jacksonville, USContractSenior
SalaryUp to $200 per hour
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Job Details
- Required Skills
- ServiceNow
Requirements
- Director-level or above experience in IT, Technology, or IT Operations.
- Deep background in IT Service Management, IT Operations, or Enterprise Service Management.
- Current or recent hands-on experience using ITSM/ESM platforms such as Jira Service Management, Freshservice, ServiceNow, Atomicwork, or Moveworks.
- Experience acting as a decision maker or key stakeholder for ITSM/ESM platform selection, implementation, or management.
- Ability to draw on complex IT service workflows and ticketing experience for expert insight.
- Exceptional written communication skills and attention to detail.
- Possession of a PayPal account for receiving payments.
- Familiarity with HRIS platforms such as Workday, SAP SuccessFactors, ADP, or Oracle HCM is desirable.
- Familiarity with Excel/Google Sheets for workforce analytics.
- Familiarity with Notion or Jira for asynchronous collaboration.
Responsibilities
- Share expert perspectives on internal ticketing workflows, employee service requests, IT policy, and IT operations processes.
- Assess and respond to service management scenarios such as incident escalation, ticket triage, and employee onboarding requests.
- Participate in structured surveys or interviews to share domain expertise on service management practices.
- Provide informed feedback on tools, workflows, and processes related to ITSM/ESM platforms.
- Contribute subject matter expertise to help research teams understand how IT functions evaluate service management platforms.
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