Lead ServiceNow ITSM Process Consultant

SoftwareOne; Greater London; On-site; GBP 70,000 - 110,000; Full time

Job summary

SoftwareOne is seeking a Senior ServiceNow ITSM Business Process Consultant to lead current-state ITSM process discovery and re-engineering workshops. You will partner with ITSM process owners, provide thought leadership, and guide stakeholders through requirements gathering and solution design to improve operational efficiency.

You will act as a subject matter expert for Incident, Problem, and Change processes, collaborating with cross-functional teams to implement ServiceNow workflows and

Qualifications

• Bachelor’s or Master’s degree in business, information systems, business administration, computer science or equivalent.
• 5+ years’ experience in Data Analysis, Business Analysis, Business administration or finance.
• 4+ years experience in ITSM process design, or product management consulting.
• 2+ years working with the ServiceNow platform on current releases.
• Excellent verbal and written English communication skills with emphasis on customer service and workshop facilitation.
• Exceptional skills documenting process design, business requirements, user stories, process guides, and project collateral.
• Strong interpersonal skills with a strong customer centric mindset.
• Experience leading/executing complex strategic and operational initiatives at large organizations.
• Experience partnering with and advising executives.
• ITIL V3 or ITIL 4 Foundations Certification.
• CBAP certification is an asset.
• ServiceNow CSA (Certified System Administrator) and CIS-ITSM Pro are assets.

Responsibilities

• Lead current-state ITSM process discovery, re-engineering workshops, and analysis sessions to identify solutions.
• Liaise with ITSM Process Owners to educate them on capabilities, drive operational excellence, and value realization of ServiceNow.
• Drive process definition, re-engineering, improvement, and gap analysis with stakeholders.
• Serve as subject matter expert for Incident, Problem, and Change process areas.
• Engage with cross-functional teams to design and implement ServiceNow processes.
• Lead requirements workshops including stakeholder interviews and gathering business needs.
• Analyze, document, and verify requirements for completeness, consistency, and feasibility.
• Translate business requirements to development teams and ensure best practices.
• Collaborate with project manager on scope changes, RFPs and SOW inputs.
• Lead team of functional analysts with direction, mentorship, and career guidance.
• Promote continuous process improvement via KPIs, dashboards, and role accountability.

Skills

ServiceNow ITSM

Stakeholder management

Requirements gathering

Process redesign

Workshop facilitation

English communication

Education

Bachelor’s or Master’s degree in business/information systems

Tools

ServiceNow

Job description

SoftwareOne is seeking a Senior ServiceNow ITSM Business Process Consultant to lead current-state ITSM process discovery and re-engineering workshops. You will partner with ITSM process owners, provide thought leadership, and guide stakeholders through requirements gathering and solution design to improve operational efficiency.

You will act as a subject matter expert for Incident, Problem, and Change processes, collaborating with cross-functional teams to implement ServiceNow workflows and