Consultant – It Service & Support (From January 2024)

Kepner-Tregoe is seeking an experienced Consultant with IT Service & Support Management experience to join our team of professionals. We will be filling this position from January 2024 onwards.

We are a multi-national management consulting and training services company headquartered in Princeton, NJ. For over 60 years, we have proudly provided services to valued clients in a myriad of different industries including manufacturing, technology, oil and gas, mining, and energy market segments. We address functional areas within these market segments such as operations, maintenance, quality control, human resources, and technical support. Typical engagements include business process improvement, shutdown/outage management, step change improvement and service-related problem and incident management projects.

One of our strategic product areas is IT Service Management and Technical Support. We are seeking a consultant with a focus in this area, supporting our training and consulting initiatives that are aimed at improving incident, problem, change and technical support processes and performance.

Consultant – IT Service & Support

As the charismatic consultant we seek, you will work with our clients to improve their operations. To do so, you will need to combine prior industry experience, acquired expertise around the application of our proprietary methodology and an understanding of client business issues. We will depend on you to quickly learn and assimilate new ideas and information and synthesize that knowledge so that it may be applied to solution development for our clients. You will demonstrate an ability to work independently as well as with other consultants assigned to a project. Utilizing your master training skills, you will assist with the development of new business and extending our brand in the marketplace.

During an intensive 90-day onboarding process, you will be exposed to the approach and application of our core methodologies. As necessary, we will provide ongoing capability development opportunities to master the application and leadership of all of our technologies.

The company headquarters is located in Princeton, NJ, but Consultants are hired from all locations throughout the continental US. Consultants are expected to establish a home-based office. We will provide telecommunications and other office equipment required to establish this office including laptop, printer and mobile phone.

The primary role of the IT Service & Support Consultant is to learn and then deliver via training, coaching or consulting KT’s proprietary methodologies and practices for problem solving, decision making, process improvement and managing projects. Consultants are expected to travel widely across geographic regions on an almost weekly basis to develop their capability and/or provide clients with training and consulting services.

• Five to seven plus years of business-related experience, with increasing levels of responsibility
• Bachelor Degree in Computer Science, Information Systems, or Engineering (or significant equivalent expertise built on the job)
• Experience in IT Service Management, IT Support and operations
• Willingness to travel extensively (up to 85%)
• Resides near a major airport hub

• Advanced degree and/or expertise/certification (PMP, ITIL, etc.)
• Understanding of ITSM tools and landscape
• Experience in business process analysis and improvement
• Kepner-Tregoe Critical Thinking process training – workshop attendee or Program Leader
• Demonstrated platform skills/public speaking
• Project management experience
• Ability to work independently (without supervision or extensive administrative support)
• Experience delivering Professional Services (e.g., training, or consulting) and/or IT operations management

• Bonus potential
• Access to company’s restricted stock plan (after qualifying period)
• Excellent benefits package available

Please submit your cover letter and resume to: [email protected]

We are an Equal Opportunity Employer