Senior ITSM Process & Docs Consultant (Remote, 1099)

Isg One; United States; Hybrid; USD 83,000 - 138,000; Part time

Job summary

ISG is seeking a Senior ITSM Process & Documentation Consultant to independently turn client inputs into clear, usable ITSM documentation. The role focuses on process design, governance, and actionable guidance within prescribed strategy and constraints.

The contractor will translate decisions into ServiceNow functional requirements, draft client-ready content, and maintain rapid iteration while ensuring accuracy and consistency.

Qualifications

• Demonstrated experience documenting ITSM processes and policies.
• Strong ability to communicate complex concepts to non-technical audiences.
• Experience refining end-to-end ITSM workflows and metrics.

Responsibilities

• Develop and refine ITSM policies, end-to-end process flows, and RACI matrices.
• Create artifacts like checklists, templates, work instructions, and training decks.
• Support process design across the ITSM lifecycle with emphasis on Incident/Problem/Change.

Skills

ITIL

ITSM

Documentation

Stakeholder communication

ServiceNow

Change Enablement

Education

Bachelor's degree

Tools

ServiceNow

Job description

ISG is seeking a Senior ITSM Process & Documentation Consultant to independently turn client inputs into clear, usable ITSM documentation. The role focuses on process design, governance, and actionable guidance within prescribed strategy and constraints.

The contractor will translate decisions into ServiceNow functional requirements, draft client-ready content, and maintain rapid iteration while ensuring accuracy and consistency.