Note: The job is a remote job and is open to candidates in USA. Prudent Technologies and Consulting, Inc. is seeking a ServiceNow ITSM Functional Consultant to support IT Service Management process consulting, business analysis, requirements gathering, and ServiceNow implementations. The role involves designing and optimizing ITSM processes, translating business requirements into functional specifications, guiding technical configuration, and supporting stakeholder adoption and deployment activities.
Responsibilities
- Conduct discovery workshops and stakeholder interviews to gather business requirements
- Lead ITSM process design and transformation initiatives covering:
- Incident Management
- Problem Management
- Change Management
- Request Management
- Knowledge Management
- Service Catalog
- Major Incident Management
- Perform current-state and future-state process assessments
- Translate business requirements into functional specifications and user stories
- Configure and validate ITSM process requirements with technical teams
- Lead fit-gap analysis and recommend ServiceNow best practices
- Support backlog prioritization, sprint planning, UAT, and deployment activities
- Design SLAs, KPIs, reporting, and operational governance frameworks
- Facilitate stakeholder sign-offs and business acceptance sessions
- Support organizational change management and adoption initiatives
- Advise clients on ITIL and ServiceNow leading practices
- Prepare functional design documents, process flows, workshop outputs, and solution recommendations
Skills
- Must be eligible to work for any U.S. employer without current or future visa sponsorship
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
- ServiceNow ITSM
- ITIL Framework
- Incident Management
- Problem Management
- Change Management
- Request Management
- Service Catalog
- Knowledge Management
- Requirements Gathering
- Process Design
- Business Analysis
- Workshop Facilitation
- User Story Creation
- Agile Methodology
- 5+ years of ServiceNow experience
- 3+ years of ITSM implementation or consulting experience
- Experience leading ITSM workshops and process consulting engagements
- Experience in ServiceNow ITSM implementations and upgrades
- Strong stakeholder management and communication skills
- Experience working in Agile delivery environments
- ITIL v4 Foundation / Managing Professional
- Additional CIS certifications
Benefits
- USA remote
- Remote work arrangement
Company Overview