IT Service Consultant

Overview

We are seeking an expert-level IT Service Management (ITSM) Consultant for an 18-month assignment supporting multiple global ITSM initiatives. The consultant will work closely with global ITSM leadership and project stakeholders to execute enterprise-scale projects, drive process improvement, and ensure the successful delivery of ITSM solutions. Deep expertise in ServiceNow is required for this role.

Responsibilities

• Collaborate to define requirements and implementation plans for enterprise-wide ITSM tools and technologies, focusing on ServiceNow.
• Ensure ITSM processes align with business objectives, regulatory requirements, divisional goals, and firm policies.
• Partner with ITSM leadership and technology teams to develop and execute strategies that enhance observability, responsiveness, resilience, and reliability.
• Maintain consistent compliance with Incident and Problem Management procedures and toolsets.
• Support and optimize strategic change management initiatives to minimize business disruption.
• Identify and drive process improvement opportunities within the ITSM framework.
• Collaborate on projects to improve IT service delivery efficiency and effectiveness across global teams.
• Promote a culture of continuous improvement and operational excellence.

Required Skills

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• Minimum of 8 years of experience in IT Operations within global, enterprise-scale environments.
• Demonstrated expertise in ITSM frameworks and best practices (ITIL, Agile, DevOps).
• Extensive hands-on experience with ServiceNow, including configuration and integration.
• Familiarity with agentic AI modules for ITSM functions is highly desirable.
• Strong analytical, problem-solving, and communication skills.
• Experience with reporting and analytics tools such as Power BI or Tableau is a plus.
• Proven ability to manage multiple priorities and deliver results in dynamic environments.

Education

Bachelor’s degree in Information Technology, Computer Science, or related field.

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