ServiceNow ITSM & ITIL Transformation Consultant

Beyond20; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Beyond20 is seeking a Business Process Consultant to join our growing practice. The successful candidate will drive ServiceNow platform adoption, enhance ITSM/ITIL processes, and help customers grow their business with independent judgement and delivery focus.

You will lead customer design workshops, craft client-specific workshop presentations, and guide requirements from concept to user stories and testing strategy. Collaboration with delivery teams and mentoring others are key to success.

Qualifications

• 4+ years of ServiceNow ITSM/ITIL experience.
• Experience in consulting within global organizations and influencing ITIL/ITSM teams.
• Ability to define future-state ITSM processes across people, process, and technology.
• Excellent communication and presentation skills.
• Experience analyzing ITSM strategies based on business priorities.
• Strong interpersonal and customer-focused collaboration in diverse teams.
• Familiarity with ServiceNow customizations beyond out-of-box.
• Strong technical writing and documentation skills.

Responsibilities

• Lead and collaborate with customers to adopt ServiceNow to improve ITSM/ITIL processes
• Be a key member of engagement team focused on delivering outcomes
• Lead customer design workshops and map best practices to ServiceNow
• Create client-specific workshop presentations
• Guide customers in defining and refining business requirements for the solution
• Draft user stories, acceptance criteria, testing strategy, and knowledge transfer
• Coordinate ITSM requirements with delivery team to ensure solutions meet expectations
• Assist with Organizational Change Management plans
• Contribute to continuous improvement of leading practices
• Grow and mentor other ServiceNow and partner ecosystem members

Skills

ServiceNow ITSM

ITIL/ITSM consulting

Workshop facilitation

Stakeholder management

Communication skills

Process design

Technical writing

Requirements gathering

Cross-functional collaboration

Education

Bachelor’s degree in Systems Engineering / CS / IS

Job description

Beyond20 is seeking a Business Process Consultant to join our growing practice. The successful candidate will drive ServiceNow platform adoption, enhance ITSM/ITIL processes, and help customers grow their business with independent judgement and delivery focus.

You will lead customer design workshops, craft client-specific workshop presentations, and guide requirements from concept to user stories and testing strategy. Collaboration with delivery teams and mentoring others are key to success.