Information Technology Service Management Consultant

ITSM Process LeadSeeking an experienced ITSM Process Lead to drive the strategy, governance, and continuous improvement of enterprise IT Service Management processes across the global organization. This role will lead the design and optimization of ITIL-based practices within ServiceNow, ensuring scalable, efficient, and user-focused service delivery aligned to business goals.Key ResponsibilitiesOwn and enhance core ITIL processes including Incident, Change, Problem, Request, Knowledge, and Service Level ManagementLead ITSM governance, process standardization, compliance, and continuous improvement initiativesPartner with Technology teams to develop and maintain service catalogs, SLAs, KPIs, and operational dashboardsDrive automation, self-service, and user experience improvements across IT support processesEstablish and manage CMDB strategy and integration with ITSM workflowsConduct process audits and maturity assessments to identify gaps, risks, and optimization opportunitiesDeliver analytics, reporting, and actionable insights to leadership and global stakeholdersEnsure ITSM processes are scalable, measurable, and aligned with business and operational objectivesQualificationsDeep expertise in ITIL frameworks and ITSM process transformationStrong hands-on experience with ServiceNow ITSM modules and workflow automationProven background in process governance, operational excellence, and organizational change managementExperience with business process design, systems analysis, workflow modeling, and requirements gatheringStrong stakeholder management, communication, and influencing skillsITIL certification preferred