IT Service Management; ITSM Consultant ServiceNow

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We are seeking an experienced IT Service Management (ITSM) Consultant with strong expertise in Service Now, IT Change Management, Incident Management, and Problem Management to support a leading client. This role will be responsible for driving process excellence, improving service delivery, and ensuring adherence to ITIL best practices across critical IT service management functions.

• Lead the development, implementation, and continuous improvement of IT Change, Incident, and Problem Management processes.
• Serve as an Incident Manager and/or Major Incident Manager during high-priority incidents, coordinating rapid response efforts and stakeholder communications.
• Analyze existing workflows and recommend process improvements to enhance efficiency, reduce operational risks, and improve service quality.
• Monitor process performance metrics, SLAs, and KPIs, providing regular reports and recommendations to leadership.
• Facilitate post-incident reviews, root cause analysis, and corrective action planning.
• Provide training, guidance, and best-practice recommendations to IT teams and stakeholders.
• Support the execution and maintenance of Service Now workflows across Incident, Change, Request, and Problem Management modules.
• Ensure compliance with Service Now governance standards, approval workflows, assignment rules, and organizational policies.
• Maintain accurate records, validate workflow transitions, monitor SLA adherence, and support process documentation initiatives.

• Minimum 8+ years of experience in IT Service Management (ITSM).
• Current ITIL Foundation certification and a Service Now CSA or CIS-ITSM certification are required.
• Hands‑on experience with the Service Now platform, including workflow management, automation, reporting, and process optimization.
• Strong experience in IT Change Management, IT Incident Management, and IT Problem Management.
• Proven ability to conduct root cause analysis and implement long‑term remediation strategies.
• Experience driving process improvement initiatives that result in measurable service delivery enhancements.
• Strong analytical, problem‑solving, and organizational skills.
• Excellent communication and stakeholder management abilities.
• Experience managing Major Incidents in enterprise environments.
• Knowledge of ITSM governance, SLA management, and service performance reporting.
• Familiarity with Service Now configuration standards and workflow administration.
• Experience collaborating with cross‑functional technical and business teams.