BC BSE ITSM and ServiceNow Consultant Senior

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 documentsaligned 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

• Bachelors 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

• 712 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.