ITSM & Process Improvement Consultant

Voya Financial; Charleston (SC); On-site; USD 100,070 - 157,470; Full time

Benefits offered by this job

Health insurance

401(k) plan

Pension/retirement plan

Tuition reimbursement

Paid time off

Volunteer time

Job summary

Voya Financial is seeking a senior ITSM Consultant to lead governance, measurement, and continual improvement of ITSM processes across technology teams and business stakeholders.

You will apply advanced ITSM and ITIL knowledge to manage complex operational activities, facilitate cross-functional problem solving, analyze service-performance data, and improve process controls and outcomes. The role helps define process-maturity and automation initiatives under ITSM leadership.

Qualifications

• Advanced ITSM principles and governance understanding.
• Experience operating and improving ITSM processes in large environments.
• Ability to translate operational needs into functional requirements and user stories.
• Strong facilitation and cross-functional workshop leadership.
• Knowledge of automation, analytics, and AI in ITSM contexts.
• Proficiency with enterprise ITSM platforms, preferably ServiceNow.

Responsibilities

• Operate and continually improve ITSM processes to ensure reliable service outcomes.
• Define and maintain process standards, procedures, and governance aligned to ITSM practices.
• Monitor execution, data quality, and controls; address identified gaps with teams.
• Lead process-transformation initiatives including automation and analytics.
• Translate business needs into clear requirements and collaborate with engineers and data teams.
• Define KPIs and reporting to evaluate process effectiveness and outcomes.
• Present actionable insights to ITSM leadership and stakeholders.

Skills

ITSM Practitioner

Process Improvement

ITIL Foundation

Stakeholder Management

ServiceNow

Analytical Skills

Cross-functional Collaboration

Education

Bachelor's degree in IT/CS/Business

Equivalent professional experience

Tools

ServiceNow

Job description

Voya Financial is seeking a senior ITSM Consultant to lead governance, measurement, and continual improvement of ITSM processes across technology teams and business stakeholders.

You will apply advanced ITSM and ITIL knowledge to manage complex operational activities, facilitate cross-functional problem solving, analyze service-performance data, and improve process controls and outcomes. The role helps define process-maturity and automation initiatives under ITSM leadership.