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ITSM Consultant V

Primary Location Greensboro, North Carolina Schedule Full-time Shift Day Salary $121000 - $156530 / year
Job Number 1429108 Date Posted 06/15/2026
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Job Summary:

This senior level employee is primarily responsible for leading the ITSM process implementation, evaluating risk matters within IT, and ensuring contingency procedures are followed and maintained.

Essential Responsibilities:


  • Conducts or oversees business-specific projects by applying deep expertise in subject area; promoting adherence to all procedures and policies; developing work plans to meet business priorities and deadlines; determining and carrying out processes and methodologies; coordinating and delegating resources to accomplish organizational goals; partnering internally and externally to make effective business decisions; solving complex problems; escalating issues or risks, as appropriate; monitoring progress and results; recognizing and capitalizing on improvement opportunities; evaluating recommendations made; and influencing the completion of project tasks by others.

  • Practices self-leadership and promotes learning in others by building relationships with cross-functional stakeholders; communicating information and providing advice to drive projects forward; influencing team members within assigned unit; listening and responding to, seeking, and addressing performance feedback; adapting to competing demands and new responsibilities; providing feedback to others, including upward feedback to leadership and mentoring junior team members; creating and executing plans to capitalize on strengths and improve opportunity areas; and adapting to and learning from change, difficulties, and feedback.

  • Drives ITSM process and/or service implementation for designated ITSM initiatives by leading or directing team members in the documentation of process and/or service requirements and acceptance criteria from process owners and key stakeholders; and guiding and influencing leadership in the development of the ITSM strategy.

  • Partners with leadership to help define goals, objectives, deliverables, and guardrails within the governance framework to ensure the development and implementation of efficient, effective, measurable, and sustainable processes and/or services.

  • Ensures accuracy and completeness of release notes, training materials, and documentation within appropriate repositories.

  • Drives the execution of ITSM roadmaps to ensure that processes and/or services are aligned with stakeholder needs.


  • Partners with IT functions and process/service users to lead the development and implementation of performance metrics and measurement tools.

  • Leads ITSM process and/or service improvement efforts for designated initiatives by cultivating strong collaborative working relationships with cross-functional teams on process improvement projects.

  • Evaluates business needs, organizational characteristics, and industry best-practices to identify gaps or deficiencies in new and existing processes, services, and service portfolios and makes recommendations for improvements or enhancements as appropriate.

  • Develops, documents, maintains, and audits ITSM processes and procedures.

  • Makes decisions regarding process and/or service improvements and third-party tools for implementation.

  • Works with cross-functional stakeholders (for example, IT and business partners) to create alignment, synergy, and application of standardized processes and/or services and procedures.

  • Ensures appropriate training is delivered to users (e.g., end-users, service/process delivery teams) to drive proper process and/or service execution.

  • Designs and oversees the validation of performance metrics against success criteria to ensure effective control of expected deliverables.

  • Provides recommendations and makes decisions for mitigating process and/or service performance deficiencies.

  • Investigates complex, highly visible performance deviations to drive adherence with defined ITSM policies and procedures.

  • Advocates and drives compliance with ITSM policies and procedures across the enterprise.

  • Assists with negotiation of statements of work (SOWs) with service providers related to the development, implementation, delivery, and/or maintenance of ITSM processes, services, and/or tools.
Minimum Qualifications:


  • Minimum four (4) years in a leadership role working with process or service teams.

  • Bachelors Degree in CIS, Business Administration, or related field and
    Minimum eight (8) years IT experience, including Minimum four (4) years implementing or supporting ITSM processes or services. Additional equivalent work experience may be substituted for the degree requirement.


Additional Requirements:

Preferred Qualifications:
  • One (1) year managing process or service financials.
  • Two (2) years of work experience in a role requiring interaction with executive leadership (e.g., Vice President level and above)
Primary Location: North Carolina,Greensboro,Greensboro Administration Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 04:30 PM Job Schedule: Full-time Job Type: Standard Worker Location: Flexible Employee Status: Regular Employee Group/Union Affiliation: NUE-IT-01|NUE|Non Union Employee Job Level: Individual Contributor Department: KPIT ADMIN - ITO WT SP AND DEL - 9601 Pay Range: $121000 - $156530 / year Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location. Travel: Yes, 10 % of the Time Flexible: Work location is on-site at a KP location, with the flexibility to work from home. Worker location must align with Kaiser Permanente's Authorized States policy. Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.
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