Service Management Consultant

Voya Financial • Windsor, CT

7d • $100,070 - $157,470

About The Position

The ITSM Consultant is a senior practitioner responsible for the effective operation, governance, measurement, and continual improvement of assigned enterprise IT Service Management processes. The role works across technology teams, service owners, and business stakeholders to strengthen process execution, improve service reliability, and ensure ITSM practices support organizational objectives. The Consultant applies advanced ITSM and ITIL knowledge to manage complex operational activities, facilitate cross-functional problem solving, analyze service-performance data, and improve process controls and outcomes. The role helps define and execute process-maturity, automation, analytics, and AI-enabled transformation initiatives under the direction of ITSM leadership. This is an individual contributor role requiring independent judgment, strong facilitation skills, and the ability to establish accountability and drive results across teams without direct authority. The Consultant translates operational and business needs into thoroughly defined requirements and partners with technical teams to design, implement, measure, and continuously improve ITSM capabilities.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant professional experience, training, and industry-recognized certifications.
• Generally seven or more years of experience in an ITSM practitioner, process-management, or service-operations role.
• ITIL Service Management Foundation certification or equivalent experience is required.
• Advanced understanding of ITSM principles, practices, process interactions, governance, controls, measurement, and continual improvement.
• Demonstrated experience operating and improving complex ITSM processes in a large or distributed technology environment.
• Strong knowledge of process-improvement methodologies and experience moving processes from documented design to consistent operational execution.
• Experience identifying process inefficiencies and helping define and implement workflow, automation, analytics, or AI-enabled improvements.
• Ability to translate operational challenges and business objectives into complete functional requirements, process flows, user stories, data requirements, controls, and measurable acceptance criteria.
• Working knowledge of enterprise ITSM platforms, preferably ServiceNow, sufficient to partner effectively with developers, platform owners, architects, data teams, and other technical resources.
• Ability to identify appropriate uses of automation and artificial intelligence while accounting for process controls, data quality, human oversight, security, and measurable business value.
• Strong analytical skills with the ability to define performance measures, interpret operational data, identify trends, assess process effectiveness, and recommend specific actions.
• Ability to lead meetings, workshops, investigations, and operational response activities involving technical teams, service owners, vendors, and leadership stakeholders.
• Strong written and verbal communication skills, including the ability to communicate complex technical and process information clearly to technical and nontechnical audiences.
• Demonstrated ability to influence, establish accountability, and drive cross-functional work through completion without direct reporting authority.
• Ability to work independently, manage competing operational and transformation priorities, and exercise sound judgment in complex or high-pressure situations.

Responsibilities

• Operates and continually improves assigned ITSM processes to support reliable, consistent, and effective service-management outcomes.
• Defines and maintains process standards, procedures, controls, roles, and governance in alignment with organizational objectives and ITSM practices.
• Monitors process execution, adherence, data quality, and control effectiveness and works with service owners and technology teams to address identified gaps.
• Helps define and execute process-transformation initiatives involving process maturity, workflow optimization, automation, analytics, and responsible use of artificial intelligence.
• Evaluates current-state processes and identifies improvements that simplify work, reduce manual effort, improve consistency, strengthen controls, and improve service outcomes.
• Translates business and operational needs into clear process and functional requirements and partners with platform, engineering, data, and automation teams through design, implementation, testing, and adoption.
• Defines and improves key performance indicators, operational measures, and reporting used to evaluate process effectiveness, execution, adherence, and business outcomes.
• Analyzes service-management data and performance trends to identify process gaps, recurring demand, operational risks, and improvement priorities.
• Develops and presents actionable reporting and recommendations to ITSM leadership, service owners, and other stakeholders.
• Leads cross-functional workshops, process reviews, and improvement efforts and drives decisions, accountability, and completion of agreed actions without direct authority.
• Supports organizational adoption of process and technology changes through stakeholder engagement, documentation, communication, training, and measurement.
• Maintains awareness of evolving ITSM practices, platform capabilities, automation approaches, analytics, and AI applications relevant to service-management operations.
• Performs other duties and projects as assigned.

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior