Role Summary

The ITSM & ServiceNow Consultant is responsible for designing, architecting, and leading end to end ServiceNow driven IT transformations across industries. The role combines business analysis, process consulting, agile delivery, and project leadership to implement and optimize multiple ServiceNow modules such as ITSM, ITOM, ITAM, HRSD, GRC and others.

The consultant will work closely with stakeholders to assess current maturity, define target operating models, implement scalable ServiceNow solutions, and ensure alignment with industry standards and excellence frameworks such as ITIL, ISO 20000, ISO 27001, COBIT, and Lean Six Sigma.

Key Responsibilities

• Consulting & Transformation Delivery
  • Lead ServiceNow based digital transformation initiatives across sectors, ensuring alignment to organizational strategy and IT governance frameworks.
  • Conduct AS IS assessments, Gap Analysis, and define TO BE models aligned with excellence frameworks, leveraging ITIL, ISO 20000, EFQM, COBIT etc.
  • Provide expert advisory on IT Service Management, IT Operations, IT Asset Management, and related domains across ServiceNow ecosystems.
  • Recommend process optimizations, automation opportunities, and roadmap development for ITSM maturity uplift.
• ServiceNow Solution Architecture & Implementation
  • Lead and architect solutions across multiple ServiceNow modules (e.g., Incident, Problem, Change, Request, CMDB, ITOM, ITAM, HRSD, GRC)
  • Strong hands on experience with ServiceNow App Engine (SAE), including design, development, and deployment of custom applications using App Engine Studio (AES), App Engine Management Center (AEMC), and Creator Workflows.
  • Oversee end-to-end delivery lifecycle including design, configuration, workflow automation, testing, deployment, and hyper care.
  • Serve as workstream lead and mentor multidisciplinary teams, aligning to practices referenced in
• Business Analysis & Process Architecture
  • Conduct stakeholder workshops, interviews, and requirement elicitation sessions to capture functional and non-functional needs.
  • Document BRDs, user stories, process maps (BPMN/UML), data flows, and configuration specifications.
  • Develop policies, processes, SOPs, templates, and governance documents—aligned with industry best practices and frameworks
• Governance, Risk & Compliance
  • Apply ITIL, ISO 20000, ISO 27001, COBIT, and other frameworks to ensure compliance and institutionalization of best practices.
  • Evaluate tool fitment, lead internal/external audits, track non-conformities, and drive corrective and preventive actions.
  • Develop measurable KPIs, dashboards, reporting structures, and performance insights.
• Agile Delivery & Project/Program Management
  • Act as Scrum Master / Project Manager to plan sprints, manage backlogs, facilitate ceremonies, and ensure high-quality delivery.
  • Develop project plans, RAID logs, communication plans, and ensure on-time delivery across multi-geography programs.
  • Coordinate with business and technical stakeholders to ensure clarity, alignment, and successful deployment.
• Continuous Improvement & Knowledge Management
  • Contribute to internal best-practice repositories, methodologies, accelerators, and re usable assets.
  • Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and platform adoption.

Educational Qualifications

• Bachelor’s degree in engineering, Computer Science, Information Technology or related field.
• MBA preferred.
• Professional certifications (Preferred):
  • ITIL v3/4 Intermediate or Expert
  • COBIT
  • ISO 20000 LA/LI, ISO 27001 LA/LI
  • Lean Six Sigma GB / BB
  • ServiceNow CSA + CIS (ITSM/ITOM/ITAM/HRSD/GRC)
  • Scrum Master Certification

Skills & Experience Requirements

• 7–12 years of ITSM and IT transformation experience; minimum 5 years hands-on with ServiceNow.
• Experience leading multi-module ServiceNow implementations in ITSM, ITOM, ITAM, HRSD, or GRC
• Strong capability in business analysis, requirement gathering, and process consulting.
• Proven experience in roles such as BA, Process Architect, Scrum Master, and IT Project Manager.
• Expertise in designing enterprise workflows, data models, integrations, and automated orchestration.
• Excellent communication, stakeholder management, and presentation skills.
• Ability to work under pressure, manage ambiguity, and deliver high-quality outputs with minimal supervision.

Behavioural & Interpersonal Skills

• Strong communication and facilitation skills with ability to influence senior stakeholders.
• Comfortable working across multi-functional, cross-geographical teams.
• Ability to prioritize, multitask, and deliver in fast-paced environments.
• Collaborative team player with a problem-solving mindset and customer-first approach.