Senior Technical Consultant​/ITSM Process Consultant - ServiceNow Service Bridge

The Senior Technical Consultant is the day-to-day build lead for the Service Bridge configuration on the Finance customer provider instance and its consumer instances. The consultant translates the architect's design into working configuration — owning the cross-instance data contract, field mapping, source-to-destination integration design, and hands-on Service Bridge configuration execution across Incident, Problem, and Change.

• Execute day-to-day Service Bridge configuration on the Finance customer provider instance and consumer instances (FINANCE CUSTOMER “CONSUMER” and two additional Tier-1 design-partner banks).
• Author and maintain the cross-instance data contract and field-mapping specification for Incident, Problem, and Change records (D2).
• Design and implement source-to-destination integration logic, including data-type conversions, normalization, and conditional sync rules.
• Build the Incident uplift to the multi-consumer pattern (D5), Problem Management on the provider (D7), Change Management with Remote Catalog of change templates (D8), and pilot-customer enablements (D10–D12).
• Produce update sets / scoped app artifacts, follow Finance customer “Provider” release management discipline, and partner with QA / UAT (offshore) on defect triage and resolution.
• Support UAT, cutover, and hypercare for each pilot customer; capture KPI baselines during hypercare.
• Contribute hands-on content to the Service Bridge Registration Playbook (D9) — codifying the ~10-business-day per-customer onboarding flow.
• Coordinate with the ITSM Process Consultant to ensure configuration faithfully reflects approved process designs.

• 6+ years of hands-on Service Now configuration / development experience, with at least 2+ years on Service Bridge.
• Working production experience with Remote Catalog, Remote Task, Remote Reference, and Proactive Case across provider and consumer instances.
• Strong configuration skills in ITSM modules:
  Incident, Problem, Change (Standard / Normal / Emergency), CAB workflow.
• Proficient in Service Now scripting (Business Rules, Client Scripts, Script Includes, Flow Designer / Workflow), ACLs, and update set / scoped app discipline.
• Experience producing field-level data contracts and integration specifications between Service Now instances or between Service Now and external systems.
• Comfortable operating in a regulated financial-services environment with strict change management and release gates.

• Service Now Certified Implementation Specialist – ITSM; CIS – Service Bridge or equivalent integration certification.
• Prior Finance customer “Provider” or Tier-1 US bank delivery experience.
• Experience with Service Now Integration Hub and REST/SOAP integration patterns.
• Familiarity with Performance Analytics for ITSM KPI baselining.

The ITSM Process Consultant is the Service Now process subject-matter expert for the engagement — identifying module-specific behaviors and known platform considerations for Incident, Problem, and Change Management. The consultant owns the process design deliverable and ensures the multi-consumer Service Bridge pattern reflects ITIL-aligned, CAB-governed, and operationally durable ways of working that will scale to the broader Finance customer “Provider” customer base.

• Lead the Process Design for Incident (uplift), Problem, and Change (D3): BPMN and swim-lane flows including major-incident proactive case, problem / known-error linkage, and CAB-aligned Standard / Normal / Emergency change paths.
• Define the SLA / OLA framework across provider and consumer instances.
• Surface Service Now module-specific behaviors and known platform constraints that affect process design; recommend mitigations to the Solution Architect.
• Partner with Finance customer “Provider” process owners and client (FINANCE CUSTOMER “CONSUMER” + design-partner banks) process leads to validate end-to-end flows and approval models.
• Contribute to UAT pack and cutover playbook authoring (D6), and to the Admin runbook for Finance customer “Provider”.
• Author content for the Service Bridge Registration Playbook (D9),…