ITIL Certified ITSM Consultant

We are seeking an ITIL certified IT Service Management (ITSM) Consultant with strong expertise in ServiceNow, IT Change Management, Incident Management, and Problem Management to support a leading client. This role will be responsible for driving process excellence, improving service delivery, and ensuring adherence to ITIL best practices across critical IT service management functions.

Key Responsibilities:

Lead the development, implementation, and continuous improvement of IT Change, Incident, and Problem Management processes. Serve as an Incident Manager and/or Major Incident Manager during high-priority incidents, coordinating rapid response efforts and stakeholder communications. Analyze existing workflows and recommend process improvements to enhance efficiency, reduce operational risks, and improve service quality. Monitor process performance metrics, SLAs, and KPIs, providing regular reports and recommendations to leadership. Facilitate post-incident reviews, root cause analysis, and corrective action planning. Provide training, guidance, and best-practice recommendations to IT teams and stakeholders. Support the execution and maintenance of ServiceNow workflows across Incident, Change, Request, and Problem Management modules. Ensure compliance with ServiceNow governance standards, approval workflows, assignment rules, and organizational policies. Maintain accurate records, validate workflow transitions, monitor SLA adherence, and support process documentation initiatives.

Required Qualifications:

Minimum 8+ years of experience in IT Service Management (ITSM). Must have active ITIL Foundation Certification. Hands-on experience with the ServiceNow platform, including workflow management, automation, reporting, and process optimization. Strong experience in IT Change Management, IT Incident Management, and IT Problem Management. Proven ability to conduct root cause analysis and implement long-term remediation strategies. Experience driving process improvement initiatives that result in measurable service delivery enhancements. Strong analytical, problem-solving, and organizational skills. Excellent communication and stakeholder management abilities. Experience managing Major Incidents in enterprise environments. Knowledge of ITSM governance, SLA management, and service performance reporting. Familiarity with ServiceNow configuration standards and workflow administration. Experience collaborating with cross-functional technical and business teams.