What the work actually involves

This is not code review. You are building the answer key. Day to day you translate the operational rules you already carry in your head — P1 escalation paths, business-hours vs. calendar-hours SLA clocks, pause conditions while a ticket sits in Awaiting Customer, depreciation and refresh cycles on hardware assets — into deterministic spreadsheet formulas in Google Sheets or Excel. Those sheets become the "golden assets": a correct SLA tracker, a correct asset lifecycle rollup, a correct triage decision tree, against which model output gets scored. You will also invent realistic scenarios (incident logs, post-mortems, support playbooks) and then audit AI-generated tickets, triage decisions, and ops reports for whether they hold up against ITIL practice and professional norms.

What the screen is looking for

The recurring filter on this kind of role is whether your ITSM knowledge is operational or vocabulary-deep. Screeners probe for specifics: which tracker and helpdesk you administered versus merely used, how your organisation defined breach, whether you have ever written a formula that handles a paused SLA timer across a weekend. The second filter is spreadsheet determinism — can you produce a model that returns the same answer every time, with no ambiguity, no hidden manual step, and edge cases handled explicitly? Strong writing matters because guardrails and rubric notes must be unambiguous to a stranger. Prior AI evaluation or QA experience is listed as preferred, not required; demonstrable helpdesk and engineering depth carries more weight.

Logistics

  • Fully remote, contractor engagement, your own desktop or laptop and stable high-speed connection.
  • 40 hours per week with 8 hours overlapping PST — this is a synchronous commitment, not async piecework.
  • Engagement length stated as up to two weeks, with weekend on-call availability required; the listing notes part-time engagement is acceptable, which sits in some tension with the 40-hour figure and is worth clarifying directly with the recruiter.
  • Pay band undisclosed in this posting. Turing rates for SME work vary by domain and are set per engagement; treat any figure you hear elsewhere as observed, not guaranteed.
  • Process: shortlisted candidates receive a Job Interest Form, then a delivery review before onboarding.