ITSM/ESM Decision Maker – Paid Research Expert

About the role

We are seeking senior IT leaders with hands‑on experience in IT Service Management (ITSM) or Enterprise Service Management (ESM) to join Prolific’s expert network. As a paid research participant you will share your real‑world insights on platform selection, implementation and daily operations, helping researchers and organisations shape better IT services.

Key responsibilities

• Answer research questions on ticketing workflows, employee service requests, IT policy and operations.
• Review and evaluate realistic ITSM/ESM scenarios such as incident escalation, ticket triage and onboarding requests.
• Take part in structured surveys or live interviews that explore service‑management practices.
• Provide feedback on tools, workflows and processes related to ITSM/ESM platforms.
• Contribute subject‑matter expertise to help research teams understand how organisations use and assess service‑management solutions.

Required profile

• Director‑level or higher experience in IT, technology or IT operations.
• Deep domain knowledge of ITSM, IT operations or ESM.
• Recent hands‑on use of an ITSM/ESM platform (e.g., Jira Service Management, Freshservice, ServiceNow, Atomicwork, Moveworks).
• Experience as a decision‑maker or key stakeholder for platform selection, implementation or management.
• Strong analytical thinking and excellent written communication.
• A PayPal account for receiving payments.

Required skills

• Jira Service Management
• Freshservice
• ServiceNow
• Atomicwork
• Moveworks

What we offer

• Compensation up to $200 per hour for completed research tasks.
• Fully remote, flexible schedule – tasks typically last one hour.
• Opportunity to influence the development of future ITSM/ESM solutions.