Key Responsibilities:Assess current ticketing workflows, governance gaps, and process variation across resortsReview TeamDynamix activity to identify trends, bottlenecks, compliance issues, and risksDefine/document centralized standards for ticket creation, routing, prioritization, escalation, resolution, closure, and reportingMonitor adherence to ticketing processes and enforce compliance across distributed teamsCreate recurring reports/dashboards for ticket volume, SLA performance, backlog, and accountabilityDevelop feedback loops between resort teams, administrators, PMO, and leadershipSupport governance routines, process reviews, operational check-ins, and executive updatesProvide analysis/documentation to inform centralization and outsourcing decisionsRequired Skills & Experience:Strong ITSM, ticketing operations, service desk governance, or network operations backgroundHands-on experience with enterprise ticketing platforms (TeamDynamix strongly preferred)Ability to analyze ticket data and translate findings into actionable recommendationsExperience defining/enforcing process standards across distributed environmentsKnowledge of SLA management, escalation models, incident/request workflows, backlog managementStrong stakeholder management skills with PMO, technical admins, operations, and leadershipExcellent documentation, reporting, and presentation skillsAbility to operate independently in short-term, high-impact consulting engagementsPreferred Qualifications:Experience in multi-site operations (hospitality, travel, resort, retail, distributed services)Background in IT operations centralization, shared services, managed services, or outsourcing assessmentFamiliarity with ITIL-aligned practices (incident management, request fulfillment, problem management, continual improvement)Experience building operational dashboards/reports using ticketing dataWe are seeking a Senior Consultant / ITSM Process Governance Lead to partner with the PMO and standardize ticketing and activity management processes across 20 ski resorts using the enterprise TeamDynamix platform. This role is critical in driving compliance, visibility, and operational consistency while informing centralization and outsourcing decisions.
about 7 hours ago