ServiceNow Consultant

RSM•Kansas City, MO

About The Position

We are the leading provider of professional services to the middle market globally. Our purpose is to instill confidence in a world of change, empowering our clients and our people to realize their full potential. Our exceptional team is the foundation of our inclusive culture, our client impact, and the unique experience we offer. At RSM, you’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you, and that’s why there’s nowhere like RSM. RSM is seeking a Temporary Manager – ServiceNow Consulting to support client delivery, lead workstreams, and provide functional leadership across ServiceNow engagements. This is a temporary engagement focused on hands‑on delivery, client leadership, and team oversight.

Requirements

5+ years of hands‑on experience working with the ServiceNow platform in a consulting or enterprise environment.
Demonstrated experience leading or managing ServiceNow implementations for one or more modules (e.g., ITSM, ITOM, CSM, HRSD).
Strong understanding of ServiceNow configuration, workflow design, data models, integrations, and platform capabilities.
5+ years of client‑facing consulting experience with proven stakeholder management and presentation skills.
Solid knowledge of ITIL/ITSM processes and enterprise service management concepts.
Proven ability to translate complex business requirements into functional and technical designs.
Experience leading workstreams or small teams within Agile delivery environments.
Strong analytical, problem‑solving, documentation, and communication skills.

Nice To Haves

ServiceNow Certified System Administrator (CSA) strongly preferred.
Additional ServiceNow certifications, such as CIS (any module), CAD, or ITAM/ITOM‑related certifications.
ITIL Foundation Certification (or higher).
Experience with integrations leveraging REST/SOAP APIs or middleware tools.
Exposure to ServiceNow governance models, Centers of Excellence, or multi‑instance environments.
Familiarity with complementary frameworks such as DevOps, Lean, COBIT, or cloud architectures.
Experience with Flow Designer, reporting/analytics, automation, or AI/ML capabilities within ServiceNow.

Responsibilities

Lead and facilitate client discovery workshops to assess business processes, pain points, and objectives, translating requirements into scalable ServiceNow solutions.
Own the functional design and oversight of ServiceNow implementations, including modules such as ITSM, ITOM, CSM, HRSD, and others based on client needs.
Define solution architecture, functional requirements, configuration strategies, and delivery approach in alignment with ServiceNow and RSM best practices.
Partner with clients to document current‑state processes and design future‑state workflows leveraging standard ServiceNow functionality where possible.
Oversee configuration of ServiceNow applications, workflows, business rules, integrations, reporting, and dashboards; review team deliverables for quality and accuracy.
Serve as a functional lead across the project lifecycle, collaborating closely with developers, architects, and project managers to ensure successful delivery.
Provide strategic guidance to clients on platform governance, process optimization, operating models, and adoption of out‑of‑the‑box ServiceNow capabilities.
Lead testing efforts, including test strategy, script development, execution oversight, and defect resolution.
Prepare and present client‑facing deliverables, including requirements documentation, design specifications, training materials, and executive‑level status updates.
Build and maintain strong client relationships by managing expectations, resolving issues, and delivering high‑quality outcomes.
Coach and review work of junior team members, providing day‑to‑day guidance and informal mentorship during the engagement.
Support practice and business development activities, including scoping, estimating, solution development, and proposal contributions.