Senior ITSM Process & Documentation Consultant
New
J
JobgetherIT Service Management
Based in United States, Standard Eastern/Central US business hoursContractSenior
Salary not disclosed
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Job Details
- Required Skills
- Business AnalysisPowerPointServiceNowProcess improvement
Requirements
- Demonstrated experience designing, improving, and documenting ITSM processes within consulting, enterprise IT, or similar collaborative delivery environments.
- Experience working within or advising enterprise IT organizations, retained IT functions, service ownership teams, or multi-provider environments.
- Practical experience with ServiceNow-enabled ITSM processes and the ability to translate requirements into functional design considerations.
- Working knowledge of ITIL v4 or v5 principles, frameworks, and service management best practices.
- Strong Microsoft Word and PowerPoint skills, with the ability to create polished, client-ready documentation.
- Excellent written and verbal communication skills.
- Ability to manage ambiguity, shifting priorities, and iterative deliverables.
- Strong consulting mindset with the confidence to challenge assumptions constructively.
- Ability to work independently and collaborate effectively with technical and business stakeholders.
- Bachelor’s degree in a relevant field or equivalent professional experience.
- Availability during standard Eastern/Central US business hours.
- Willingness to support occasional travel when required.
Responsibilities
- Develop and refine ITSM policies, standards, process flows, roles and responsibilities, RACI matrices, and performance measurement frameworks.
- Create high-quality documentation including decision guides, escalation procedures, checklists, templates, training materials, job aids, and work instructions.
- Support ITSM process design across areas such as Incident Management, Problem Management, and Change Enablement.
- Translate business and process decisions into ServiceNow functional requirements, including workflows, roles, fields, SLAs, controls, and reporting considerations.
- Facilitate client workshops and working sessions to gather requirements, validate assumptions, identify gaps, and incorporate stakeholder feedback.
- Transform incomplete or evolving information into structured documentation, recommendations, and actionable process improvements.
- Manage multiple deliverables through drafting, revisions, feedback resolution, and version control while maintaining accuracy and consistency.
- Simplify complex technical concepts into accessible content for non-technical audiences without compromising accuracy.
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