BC - BSE - ITSM and ServiceNow Consultant - Senior

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Role Summary

The ITSM & Service Now Consultant is responsible for designing, architecting, and leading end to end Service Now driven IT transformations across industries. The role combines business analysis, process consulting, agile delivery, and project leadership to implement and optimize multiple Service Now modules such as ITSM, ITOM, ITAM, HRSD, GRC and others.

The consultant will work closely with stakeholders to assess current maturity, define target operating models, implement scalable Service Now solutions, and ensure alignment with industry standards and excellence frameworks such as ITIL, ISO 20000, ISO 27001, COBIT, and Lean Six Sigma.

Key Responsibilities

Consulting & Transformation Delivery
Lead Service Now based digital transformation initiatives across sectors, ensuring alignment to organizational strategy and IT governance frameworks.
Conduct AS IS assessments, Gap Analysis, and define TO BE models aligned with excellence frameworks, leveraging ITIL, ISO 20000, EFQM, COBIT etc.
Provide expert advisory on IT Service Management, IT Operations, IT Asset Management, and related domains across Service Now ecosystems.
Recommend process optimizations, automation opportunities, and roadmap development for ITSM maturity uplift.
Service Now Solution Architecture & Implementation
Lead and architect solutions across multiple Service Now modules (e.g., Incident, Problem, Change, Request, CMDB, ITOM, ITAM, HRSD, GRC)
Strong hands on experience with Service Now App Engine (SAE), including design, development, and deployment of custom applications using App Engine Studio (AES), App Engine Management Center (AEMC), and Creator Workflows.
Oversee end-to-end delivery lifecycle including design, configuration, workflow automation, testing, deployment, and hyper care.
Serve as workstream lead and mentor multidisciplinary teams, aligning to practices referenced in
Business Analysis & Process Architecture
Conduct stakeholder workshops, interviews, and requirement elicitation sessions to capture functional and non-functional needs.
Document BRDs, user stories, process maps (BPMN/UML), data flows, and configuration specifications.
Develop policies, processes, SOPs, templates, and governance documents—aligned with industry best practices and frameworks
Governance, Risk & Compliance
Apply ITIL, ISO 20000, ISO 27001, COBIT, and other frameworks to ensure compliance and institutionalization of best practices.
Evaluate tool fitment, lead internal/external audits, track non-conformities, and drive corrective and preventive actions.
Develop measurable KPIs, dashboards, reporting structures, and performance insights.
Agile Delivery & Project/Program Management
Act as Scrum Master / Project Manager to plan sprints, manage backlogs, facilitate ceremonies, and ensure high-quality delivery.
Develop project plans, RAID logs, communication plans, and ensure on-time delivery across multi-geography programs.
Coordinate with business and technical stakeholders to ensure clarity, alignment, and successful deployment.
Continuous Improvement & Knowledge Management
Contribute to internal best-practice repositories, methodologies, accelerators, and re usable assets.
Drive continuous improvement initiatives to enhance customer experience, operational efficiency, and platform adoption.

Educational Qualifications

Bachelor's degree in engineering, Computer Science, Information Technology or related field.
MBA preferred.
Professional certifications (Preferred):
ITIL v3/4 Intermediate or Expert
COBIT
ISO 20000 LA/LI, ISO 27001 LA/LI
Lean Six Sigma GB / BB
Service Now CSA + CIS (ITSM/ITOM/ITAM/HRSD/GRC)
Scrum Master Certification

Skills & Experience Requirements

7–12 years of ITSM and IT transformation experience; minimum 5 years hands-on with Service Now.
Experience leading multi-module Service Now implementations in ITSM, ITOM, ITAM, HRSD, or GRC
Strong capability in business analysis, requirement gathering, and process consulting.
Proven…