ServiceNow ITSM Business Process Consultant (357)

iTech AG•Arlington, VA

About The Position

iTech AG is seeking an experienced IT Service Management (ITSM) Business Process Consultant (BPC) to lead delivery for an ITSM implementation initiative. This is a critical phase of a large-scale transformation to establish and mature a centralized IT service management program across the enterprise. The individual will serve as the primary client-facing lead, accountable for driving implementation, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream deployment of ITSM processes, tooling, and governance.

Requirements

5+ years of experience in consulting, business analysis, or IT service management
Proven experience leading workstreams or engagements in complex, matrixed environments
Strong background in ITSM process implementation and transformation
Experience collaborating with diverse stakeholders across business and IT functions
Demonstrated ability to facilitate workshops and drive stakeholder alignment
Excellent communication skills, including executive-level presentation ability
Bachelor’s degree

Nice To Haves

Experience supporting greenfield implementations
ServiceNow CIS-ITSM
ServiceNow CSA

Responsibilities

Serve as the primary point of accountability for SOW delivery
Establish and manage engagement governance, cadence, and reporting
Build strong relationships with client leadership and key ITSM stakeholders across the organization
Lead executive communications, including steering committees and status reporting
Lead end-to-end ITSM implementation activities across multiple business units and technology teams
Facilitate workshops to capture current-state service management processes (incident, problem, change, request fulfillment), variations across teams and departments (operational, data, compliance), and pain points, gaps, and optimization opportunities
Define future-state ITSM process frameworks aligned to target platform and tooling capabilities
Develop standardization and harmonization recommendations across service domains and business units
Coordinate across diverse stakeholders including IT operations, infrastructure, and service desk teams; business unit owners and end-user representatives; and compliance, security, and audit stakeholders
Drive alignment on common vs. business-unit-specific ITSM requirements
Identify risks, dependencies, and organizational change impacts
Own quality and completion of all implementation outputs, including process maps (current/future state), ITSM requirements documentation, gap analysis and recommendations, and executive summaries and decision materials
Ensure deliverables are clear, actionable, and implementation-ready
Provide direction and oversight to BA/BPC resources
Delegate and manage workstreams while ensuring consistency and quality
Review and refine deliverables produced by supporting team members
Align ITSM implementation outputs with the broader IT transformation roadmap
Partner with technology and architecture teams to ensure feasibility and integration with existing CMDB, ITAM, and service management tooling
Support transition into design, configuration, and deployment phases
Other duties as assigned