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ITSM Consultant III

Primary Location Pleasanton, California Schedule Full-time Shift Day Salary $93400 - $120780 / year
Job Number 1395807 Date Posted 11/28/2025
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Job Summary:

This individual contributor is primarily responsible for guiding and supporting ITSM process implementation and executing and maintaining designated ITSM processes.

Essential Responsibilities:


  • Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating issues or risks as appropriate.

  • Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.

  • Supports ITSM process and/or service implementation for designated ITSM initiatives by documenting process and/or service requirements and acceptance criteria from process owners and key stakeholders.

  • Assists in the preparation of release notes, training materials, and documentation in appropriate repositories.

  • Collaborates with IT functions to assist in the development and implementation of performance metrics and measurement tools.

  • Supports ITSM process and/or service improvement efforts for designated initiatives by participating in the development, documentation, maintenance, and auditing of ITSM processes, procedures, and workflow.

  • Researches business needs, organizational characteristics, and industry best-practices to support the identification of gaps or deficiencies in new and existing processes, services, and service portfolios.

  • Participates in the development, documentation, maintenance, and auditing of ITSM processes and procedures under the guidance of more senior analysts.

  • Collaborates with cross-functional stakeholders (for example, service and process managers) to support alignment, synergy, and application of processes and/or services and procedures.

  • Provides support to users as needed to ensure proper process and/or service execution.

  • Analyzes and validates process and/or performance metrics against success criteria to ensure effective control of expected deliverables.

  • Escalates deficiencies with metrics according to established policies, practices, and standards as appropriate.

  • Investigates performance deviations to drive adherence with defined ITSM policies and procedures with guidance from more senior team members.

  • Promotes adherence to ITSM policies and procedures.

  • 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:


  • Bachelors Degree in CIS, Business Administration, or related field and
    Minimum three (3) years of IT experience. Additional equivalent work experience may be substituted for the degree requirement.


Additional Requirements:

Preferred Qualifications:
  • Two (2) years in a leadership role working with process or service teams.
  • One (1) year of work experience in a role requiring interaction with senior leadership (e.g., Director level and above)
Primary Location: California,Pleasanton,Pleasanton Data Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon, Tue, Wed, Thu, Fri Working Hours Start: 08:00 AM Working Hours End: 05:00 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 - CTO CES LSE PRNTLFCL - 9601 Pay Range: $93400 - $120780 / year Kaiser Permanente is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills and geographic location along with a review of current employees in similar roles to ensure that pay equity is achieved and maintained across Kaiser Permanente. 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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