ServiceNow ITSM Business Process Consultant (357)

Overview

iTech AG is seeking an experienced IT Service Management (ITSM) Business Process Consultant (BPC) to lead delivery for an ITSM implementation initiative, a critical phase of a large-scale transformation to establish and mature a centralized IT service management program across the enterprise.

This individual will serve as the primary client-facing lead, accountable for driving implementation, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream deployment of ITSM processes, tooling, and governance.

Roles And Responsibilities

• Serve as the primary point of accountability for SOW delivery
• Establish and manage engagement governance, cadence, and reporting
• Build strong relationships with client leadership and key ITSM stakeholders across the organization
• Lead executive communications, including steering committees and status reporting
• Lead end-to-end ITSM implementation activities across multiple business units and technology teams
• Facilitate workshops to capture:
• Current-state service management processes (incident, problem, change, request fulfillment)
• Variations across teams and departments (operational, data, compliance)
• Pain points, gaps, and optimization opportunities
• Define future-state ITSM process frameworks aligned to target platform and tooling capabilities
• Develop standardization and harmonization recommendations across service domains and business units
• Coordinate across diverse stakeholders including:
• IT operations, infrastructure, and service desk teams
• Business unit owners and end-user representatives
• Compliance, security, and audit stakeholders
• Drive alignment on common vs. business-unit-specific ITSM requirements
• Identify risks, dependencies, and organizational change impacts
• Own quality and completion of all implementation outputs, including:
• Process maps (current/future state)
• ITSM requirements documentation
• Gap analysis and recommendations
• Executive summaries and decision materials
• Ensure deliverables are clear, actionable, and implementation-ready
• Provide direction and oversight to BA/BPC resources
• Delegate and manage workstreams while ensuring consistency and quality
• Review and refine deliverables produced by supporting team members
• Align ITSM implementation outputs with the broader IT transformation roadmap
• Partner with technology and architecture teams to ensure feasibility and integration with existing CMDB, ITAM, and service management tooling
• Support transition into design, configuration, and deployment phases
• Other duties as assigned
  
  

Minimum Qualifications

• 5 years of experience in consulting, business analysis, or IT service management
• Proven experience leading workstreams or engagements in complex, matrixed environments
• Strong background in ITSM process implementation and transformation
• Experience collaborating with diverse stakeholders across business and IT functions
• Demonstrated ability to facilitate workshops and drive stakeholder alignment
• Excellent communication skills, including executive-level presentation ability
  
  

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree
  
  

Preferred Qualifications

• Experience supporting greenfield implementations
• ServiceNow CIS-ITSM
• ServiceNow CSA
  
  

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to reasonableaccommodations@itechag.com. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.