Description

You design and implement ITSM business processes on the ServiceNow platform, translating stakeholder requirements into functional specifications and solution designs.

This role is remote.

Responsibilities

• Engage stakeholders to capture, analyze, and document ITSM business requirements.
• Design and implement Incident, Problem, Change, and Request Management processes.
• Drive process standardization, optimization, and re-engineering through workshops and gap analysis.
• Define governance models, SLAs, OLAs, and KPIs aligned with ITIL best practices.
• Build dashboards and reports for service performance and support pre-sales solution demos.

Required Skills

• 3–5 years in ITSM consulting on ServiceNow within a 10+ year overall experience range.
• ServiceNow CIS–ITSM certification (mandatory).
• ServiceNow CSA certification.
• ITIL Foundation or ITIL Expert certification.
• Strong functional knowledge of ServiceNow ITSM modules and CMDB.
• Experience with business process analysis, re-engineering, and Agile/Scrum delivery.
• Ability to facilitate workshops and manage stakeholder expectations.

Preferred Skills

• Basic understanding of Flow Designer and Business Rules.
• Experience with enterprise tool integrations.

Key Skills

Education

Any Gradute