ITSM Migration Lead - ServiceNow & Process Alignment

TEKsystems; Waukegan (IL); On-site; USD 182,670,000 - 247,141,000; Part time

Job summary

TEKsystems is seeking an experienced Lead ITSM Consultant/Analyst to lead the process-oriented workstream for a major ServiceNow integration and migration initiative as part of a large-scale Abbott/Exact Sciences integration. You will guide assessment, alignment, and migration of operational processes into Abbott's ITSM model across Incident, Problem, Change, Service Catalog, and Knowledge.

You will oversee migration activities, manage workshops, and coordinate ITSM Analysts, ensuring

Qualifications

• 8+ years of ITSM consulting, process analysis, or service management experience.
• Led ServiceNow-enabled ITSM migration or consolidation workstreams.
• Strong facilitation and stakeholder-management skills; capable of guiding analysts.

Responsibilities

• Lead discovery and process-alignment workshops with Abbott and Exact Sciences stakeholders.
• Assess current-state processes and workflows; identify differences, risks, and migration requirements.
• Define and coordinate 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 artifacts.
• Coordinate and provide direction to ITSM Analysts supporting the workstream.
• Oversee process validation, UAT, transition readiness, and post-migration stabilization.
• Track and elevate process-related risks, issues, dependencies, and unresolved decisions.

Skills

ITSM consulting

Process analysis

Workshop facilitation

Stakeholder management

ServiceNow

Migration planning

UAT coordination

Team leadership

Job description

TEKsystems is seeking an experienced Lead ITSM Consultant/Analyst to lead the process-oriented workstream for a major ServiceNow integration and migration initiative as part of a large-scale Abbott/Exact Sciences integration. You will guide assessment, alignment, and migration of operational processes into Abbott's ITSM model across Incident, Problem, Change, Service Catalog, and Knowledge.

You will oversee migration activities, manage workshops, and coordinate ITSM Analysts, ensuring