What are the responsibilities and job description for the ServiceNow Transformation Consultant position at Pinnacle Consulting & Recruitment?
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ServiceNow & MSP Operations Consultant
Engagement Overview
A Private Equity-backed managed services provider generating approximately $70–80 million in revenue is seeking an experienced consultant to support three key initiatives:
- ServiceNow platform optimization
- Help desk workflow automation
- Technology stack rationalization across 100 tools and applications
The ideal consultant will combine deep ServiceNow expertise with practical managed services operational experience. This individual must understand both the technical capabilities of the platform and how MSP service delivery organizations operate on a day-to-day basis.
Key Responsibilities
- Lead the assessment, optimization, and enhancement of the ServiceNow platform, including custom development, workflow design, integrations, and platform governance.
- Design and implement advanced ServiceNow workflows and automations that extend beyond standard out-of-the-box functionality.
- Partner with service delivery and help desk teams to streamline ticket management, escalation processes, technician workflows, and service fulfillment activities.
- Identify opportunities to automate manual support processes and improve operational efficiency across service desk functions.
- Conduct a review of the organization's technology ecosystem and develop recommendations for consolidating and rationalizing 100 tools and applications.
- Evaluate platform utilization, licensing, integrations, and operational redundancies to reduce complexity and improve scalability.
- Provide guidance and execution support related to ITSM, ITOM, CMDB, asset management, knowledge management, and service delivery best practices.
- Develop actionable recommendations that improve technician productivity, service quality, reporting, and operational performance.
- Collaborate with executive leadership and key stakeholders to align technology initiatives with business objectives.
Required Qualifications
- 7 years of hands-on ServiceNow development, administration, and configuration experience.
- Strong experience building custom workflows, integrations, scripting, automation solutions, and platform enhancements beyond standard ServiceNow functionality.
- Demonstrated success optimizing ITSM processes and service desk operations through ServiceNow.
- Direct experience working within a Managed Services Provider (MSP), IT services organization, or consulting environment supporting MSP clients.
- Strong understanding of help desk operations, ticket lifecycle management, SLA management, escalation procedures, service delivery metrics, and technician workflows.
- Experience performing technology portfolio assessments, application rationalization initiatives, and operational improvement programs.
- Ability to balance strategic recommendations with hands-on execution.
- Strong communication and stakeholder management skills.
Preferred Qualifications
- Experience supporting Private Equity-backed organizations.
- Experience with technology consolidation, operational transformation, or value creation initiatives.
- ServiceNow certifications preferred.
Engagement Details
- Immediate availability required.
- Consulting engagement focused on ServiceNow optimization, workflow automation, and technology rationalization.
- Remote with occasional stakeholder meetings as needed.
- Private Equity-backed managed services environment.
- Ability to operate independently while partnering closely with executive and operational leadership teams.