ServiceNow ITOM TC

ServiceNow Business Process Consultant (ITOM)

Contract Duration: 6-12 Months
Employment Type: Contract
Location: Remote 
Start Date: Immediate / TBD

Role Overview

We are seeking an experienced ServiceNow Business Process Consultant with strong IT Operations Management (ITOM) expertise to support the design, optimization, and implementation of ServiceNow-based operational processes. The successful candidate will work closely with business stakeholders, IT leadership, process owners, and technical teams to align ITOM capabilities with organizational objectives, improve operational efficiency, and drive ServiceNow platform adoption.

This role requires a combination of business process consulting, ServiceNow platform knowledge, ITOM domain expertise, and stakeholder engagement skills.

Key Responsibilities

• Lead business process discovery, assessment, and optimization workshops with stakeholders.
• Analyze current-state IT operational processes and define future-state workflows leveraging ServiceNow ITOM capabilities.
• Gather, document, and validate business, functional, and technical requirements.
• Provide subject matter expertise across ServiceNow ITOM modules, including:
  • Discovery
  • Service Mapping
  • Event Management
  • Health Log Analytics
  • Cloud Discovery
  • CMDB
• Collaborate with architects, developers, and platform administrators to translate business requirements into ServiceNow solutions.
• Drive CMDB governance and support data quality improvement initiatives.
• Facilitate process alignment across Incident, Problem, Change, Asset, and Configuration Management disciplines.
• Develop process documentation, user stories, workflow diagrams, and functional specifications.
• Support solution design reviews and ensure adherence to ServiceNow best practices.
• Conduct stakeholder presentations, workshops, and training sessions.
• Identify opportunities for automation, operational efficiency, and service improvement.
• Support testing activities, including UAT planning and validation.
• Assist with deployment planning, change management, and adoption activities.

Required Qualifications

• 5+ years of experience as a ServiceNow Business Process Consultant, Business Analyst, or Process Consultant.
• 3+ years of hands-on experience with ServiceNow ITOM implementations.
• Strong understanding of ITIL processes and service management best practices.
• Experience facilitating requirements gathering and process design workshops.
• Demonstrated experience with:
  • CMDB design and governance
  • Discovery implementation
  • Service Mapping
  • Event Management
  • Operational process transformation initiatives
• Ability to create process maps, business requirements documents, and user stories.
• Strong stakeholder management and communication skills.
• Experience working in Agile, Scrum, or hybrid delivery environments.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (CIS) – ITOM.
• ITIL Foundation Certification (v4 preferred).
• Experience with cloud platforms (AWS, Azure, Google Cloud).
• Experience integrating ServiceNow with monitoring and infrastructure management tools.
• Knowledge of AIOps and observability solutions.
• Experience supporting enterprise-scale ServiceNow transformations.

Key Skills

• ServiceNow ITOM
• Discovery
• Service Mapping
• Event Management
• CMDB Governance
• Business Process Analysis
• Requirements Gathering
• Process Design
• ITIL
• Stakeholder Management
• Agile Delivery
• Workshop Facilitation
• Change Management

Deliverables

• Current-state and future-state process assessments.
• Business and functional requirements documentation.
• ITOM process design recommendations.
• CMDB governance and data quality improvement plans.
• User stories and acceptance criteria.
• Stakeholder workshops and solution review sessions.
• UAT support and deployment readiness activities.

Contract Details

• Duration: 6 Months
• Contract Type: Fixed-Term Contract / Day Rate Contract
• Extension Potential: Possible based on project needs and performance
• Work Authorization: Must be authorized to work in the applicable location

This role is ideal for a ServiceNow professional who combines strong business process consulting capabilities with deep ITOM expertise and can effectively bridge the gap between business stakeholders and technical delivery teams.