What are the responsibilities and job description for the Business Process Consultant position at Clarivate?
We are looking for a Business Process Consultant (ITSM) to join our IT Services team in Kansas City! This is a great opportunity for someone early in their IT Service Management career who wants to grow their skills in service quality, governance, and continuous improvement. In this role, you'll support ITSM processes, assist with service performance analysis, and partner with teams to help improve overall service reliability and customer experience.
About You — Experience, Education, Skills, And Accomplishments
You will join the IT Services organization that supports enterprise‑wide processes and shared services. You'll work closely with Incident Management, Problem Management, and the ServiceNow platform teams. This role offers opportunities to learn enterprise ITSM governance, gain hands‑on experience, and contribute to service improvements that benefit internal customers across the company.
Hours of Work
About You — Experience, Education, Skills, And Accomplishments
- 2 years of experience in IT Service Management, IT operations, business process analysis, or related roles.
- Familiarity with ITSM processes such as Incident, Problem, or Change Management.
- 2 years of experience supporting or using ServiceNow or another ITSM platform (user‑level or basic configuration exposure).
- Bachelor’s degree in Information Technology, Business Administration, or related field
- Ability to interpret KPIs or operational data to identify trends or improvement opportunities.
- ITIL Foundation certification or working knowledge of ITIL practices.
- Exposure to continuous improvement, Lean, or Agile methodologies.
- Experience contributing to process documentation, workflows, or governance.
- Understanding of risk, compliance, or IT controls.
- Interest in automation and service efficiency initiatives.
- Support ongoing service assurance and continuous improvement efforts within core ITSM processes.
- Assist in monitoring and analyzing service performance metrics to identify areas for improvement.
- Participate in small process improvement initiatives across Incident, Problem, or Change management.
- Assist in maintaining ITSM governance standards, documentation, and workflows.
- Collaborate with cross‑functional teams to improve service reliability and user experience.
- Support root‑cause analysis efforts and help track corrective actions.
- Contribute to automation and efficiency efforts within IT service delivery.
- Help ensure adherence to SLAs, OLAs, and ITSM best practices.
You will join the IT Services organization that supports enterprise‑wide processes and shared services. You'll work closely with Incident Management, Problem Management, and the ServiceNow platform teams. This role offers opportunities to learn enterprise ITSM governance, gain hands‑on experience, and contribute to service improvements that benefit internal customers across the company.
Hours of Work
- Full-time permanent position primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed
- Hybrid schedule working 2–3 days/week on site.
- Must reside within a commutable distance of the Kansas City or Philadelphia offices.