ITSM Lead

TEKsystems • Waukegan, IL

9d • $75 - $75 • Onsite

About The Position

We are seeking an experienced Lead ITSM Consultant / Analyst to lead the process-oriented workstream for a large-scale ServiceNow integration and migration initiative as part of a large acquisition integration. This role will lead the assessment, alignment, and migration of operational processes and supporting artifacts into an established ITSM operating model across Incident, Problem, Change, Service Catalog, and Knowledge.

Requirements

• 8+ years of ITSM consulting or process leadership experience supporting ServiceNow or IT Service Management initiatives
• Deep understanding of ITSM processes, including Incident, Problem, Change, Service Catalog, and Knowledge
• Experience leading enterprise ITSM migration, consolidation, or integration initiatives, including process workshops, workflow alignment, migration planning, and stakeholder decision-making
• 8+ years of ITSM consulting, process analysis, or service management experience.
• Demonstrated experience leading ServiceNow-enabled ITSM migration or consolidation workstreams.
• Strong workshop facilitation, stakeholder management, process analysis, and decision-management skills.
• Experience guiding analysts and coordinating process-workstream activities.
• Ability to work onsite in Waukegan, Illinois.

Responsibilities

• Lead discovery and process-alignment workshops with enterprise stakeholders.
• Assess current-state processes and workflows and identify differences, dependencies, risks, and migration requirements.
• Define and coordinate the migration approach and sequencing across Incident, Problem, Change, Service Catalog, and Knowledge.
• Facilitate stakeholder decisions regarding process and workflow alignment.
• Oversee development of process flows, requirements, user stories, acceptance criteria, and migration documentation.
• Guide migration of process documentation, knowledge content, catalog items, and related operational artifacts.
• Coordinate and provide direction to ITSM Analysts supporting the workstream.
• Oversee process validation, UAT, transition readiness, and post-migration stabilization.
• Track and escalate process-related risks, issues, dependencies, and unresolved decisions.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed