Temporary Service Management System Consultant

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Practice/Department:
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Dudek’s journey began in 1980 with a vision to serve Southern California’s water and wastewater agencies.
Today, we are a 100% employee-owned firm supporting clients nationwide and delivering projects that improve and protect the built and natural environments of communities throughout the United States. Our work has been recognized by leading industry organizations, and we’ve been honored with multiple national Top Workplace Awards.
Our employees are unified by a singular commitment to supporting projects that address key societal issues, such as the transition to renewable energy, infrastructure hardening and repair, environmental protection, and community resilience.
Learn more about our award-winning culture, and the projects you will have the opportunity to shape.

Who You Are

As an employee you embrace accountability, working safely, and collaboration while thinking resourcefully and independently.
Like all Dudekians, you are curious and solution-oriented, with the ability to adapt quickly to changes and approach challenges with a spirit of innovation.

How You’ll Make an Impact

The Service Management System consultant role is responsible for serving as a system consultant for Dudek’s enterprise service management platform used by all firmwide functions. This role provides functional support, leads end‑user engagement and training, coordinates system best practices, documents functional requirements, oversees testing, ensures strong functional documentation, and governs functional controls to support consistent and high‑quality service management practices.

This position is a temporary position with an end date. Temporary employees are those employed for short-term assignments. Schedules will vary from week to week based on project requirements.  Position is not eligible for company benefits except as required by applicable law.

Duties and Responsibilities

• Liaison to end users to gather needs and document functional improvements.
• Provide functional support and facilitate resolution of escalated functional issues.
• Perform application training, including request attributes, workflows, SLAs, reporting, and metrics.
• Oversee transaction processing and ensure correct flow from intake to resolution.
• Develop and document functional requirements for enhancements.
• Lead functional and user acceptance testing.
• Maintain system documentation, SOPs, and knowledge articles.
• Implement functional controls for data integrity, governance, and compliance.
• Deliver end‑user and agent training.
• Monitor KPIs and dashboards and to support continuous improvement.
• List the main responsibilities of this role

Minimum Qualifications

• Demonstrated depth and breadth in Service Management functions, including but not limited to request and incident management.
• Experience with functional configuration, UAT, documentation, and support functions.
• Strong interpersonal, written and oral communication skills.
• Experience with establishing and driving service management processes and measurements.
• Experience with the common service management platforms.
• Detailed knowledge of service desk best practices and tools.
• Experience with managing relationships with managed service providers, staffing agencies and other 3^rd parties and vendors.
• Ability to articulate technical issues to non-technical staff and/or business leadership.
• Must possess a valid driver’s license and have active personal automobile liability insurance by the first day of employment

Preferred Qualifications

• Experience supporting or configuring an enterprise service management platform (e.g., ServiceNow or similar), including workflows, SLAs, and intake processes.
• Familiarity with service management best practices (e.g., ITIL) and applying them to improve request and incident management processes.
• Experience working in a cross-functional environment and driving user adoption through training, documentation, and process improvements.

Compensation: $60.00 hourly*

*Final agreed-upon compensation will be based on a variety of factors including, but not limited to, an individual’s related experience, education, certifications, skills, and work location. Successful candidates must pass a pre-employment drug test and background check prior to beginning employment.

Working Conditions

• This job operates in an office-based environment and this role routinely uses standard office equipment such as computers, phones, printers, etc.
• Outdoor activity may involve walking/trekking in uneven terrain over long distances in extreme weather conditions for extended periods of time.
• This job requires project site visits, based outdoors which can include excessive noise, uneven walking surfaces, extreme weather, and moving vehicles and equipment.

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of the job. This job requires the following:

• Working on a computer, sitting, or standing for long periods of time in an office or remote office setting.
• Attending meetings, both in person and virtually, and speaking on the phone with peers, clients, etc.
• Specific vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Connect with us!

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🤝Dudek Talent Community

Dudek is committed to creating a workplace where all employees, regardless of their background, feel valued, respected, and have equal opportunities to succeed. We believe that a diverse and inclusive workforce is essential to our business success, and we are dedicated to fostering a culture where everyone can thrive. We are committed to fair and equitable processes, based on merit, free from any discrimination.
Dudek is genuinely committed to equal employment opportunities within our company and on our project teams. Dudek is also committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in Dudek’s operations and prohibits unlawful discrimination by any employee of Dudek, including supervisors and coworkers. Equal employment opportunities will be extended to all persons (including those with disability and veteran status) in all aspects of the employment relationship, including recruitment, hiring, training, promotion, transfer, compensation, benefits, discipline, layoff, recall, and termination. Any employee who violates this policy and Dudek’s commitment to equal employment opportunities will be subject to disciplinary action.
*As-needed, temporary and part-time employees are eligible for our 401(k) plan, sick leave, and our Employee Assistance Program (EAP). As-needed and part-time employees have the option of additional benefits like medical benefits and ESOP participation provided they meet minimum hours worked during the 12-month look back measurement period.  Speak with your recruiter to learn more.

Dudek is a U.S.-based employer. All positions are based in the United States and require U.S. work authorization.