ITSM Lead — ServiceNow Migration & Process Leadership

TEKsystems; Waukegan (IL); On-site; USD 83,000 - 124,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) plan

Life Insurance

Disability insurance

HSA (Health Savings Account)

Transportation benefits

Employee Assistance Program

Paid time off

Job summary

TEKsystems is seeking an experienced Lead ITSM Consultant / Analyst to lead the process-oriented workstream for a large-scale ServiceNow integration and migration initiative as part of a large acquisition integration.

This role will oversee discovery, migration sequencing across Incident, Problem, Change, Service Catalog and Knowledge, facilitate stakeholder decisions, and ensure post-migration stabilization with strong governance and documentation.

Qualifications

• 8+ years of ITSM consulting, process analysis, or service management experience.
• Demonstrated experience leading ServiceNow-enabled ITSM migration or consolidation workstreams.
• Strong workshop facilitation, stakeholder management, process analysis, and decision-management skills.
• Experience guiding analysts and coordinating process-workstream activities.
• Ability to work onsite in Waukegan, Illinois.

Responsibilities

• Lead discovery and process-alignment workshops with enterprise stakeholders.
• Assess current-state processes and workflows and identify differences, dependencies, risks, and migration requirements.
• Define and coordinate the migration approach and sequencing across Incident, Problem, Change, Service Catalog, and Knowledge.
• Facilitate stakeholder decisions regarding process and workflow alignment.
• Oversee development of process flows, requirements, user stories, acceptance criteria, and migration documentation.
• Guide migration of process documentation, knowledge content, catalog items, and related operational artifacts.
• Co-ordinate and provide direction to ITSM Analysts supporting the workstream.
• Oversee process validation, UAT, transition readiness, and post-migration stabilization.
• Track and escape process-related risks, issues, dependencies, and unresolved decisions.

Skills

ITSM consulting

ServiceNow

Stakeholder management

Process workshops

Migration planning

Onsite work

Job description

TEKsystems is seeking an experienced Lead ITSM Consultant / Analyst to lead the process-oriented workstream for a large-scale ServiceNow integration and migration initiative as part of a large acquisition integration.

This role will oversee discovery, migration sequencing across Incident, Problem, Change, Service Catalog and Knowledge, facilitate stakeholder decisions, and ensure post-migration stabilization with strong governance and documentation.