Senior ITSM Process & Documentation Consultant

Accountabilities: The Senior ITSM Process & Documentation Consultant will support organizations in designing, improving, and documenting IT service management processes while providing practical recommendations and clear deliverables. The role requires strong consulting skills, attention to detail, and the ability to operate effectively in evolving environments.

Develop and refine ITSM policies, standards, process flows, roles and responsibilities, RACI matrices, and performance measurement frameworks.

Create high-quality documentation including decision guides, escalation procedures, checklists, templates, training materials, job aids, and work instructions.

Support ITSM process design across areas such as Incident Management, Problem Management, and Change Enablement.

Translate business and process decisions into ServiceNow functional requirements, including workflows, roles, fields, SLAs, controls, and reporting considerations.

Facilitate client workshops and working sessions to gather requirements, validate assumptions, identify gaps, and incorporate stakeholder feedback.

Transform incomplete or evolving information into structured documentation, recommendations, and actionable process improvements.

Manage multiple deliverables through drafting, revisions, feedback resolution, and version control while maintaining accuracy and consistency.

Simplify complex technical concepts into accessible content for non-technical audiences without compromising accuracy.

Provide consulting guidance while respecting established strategies, governance frameworks, project scope, and client constraints.

Collaborate with senior project resources to support final review and approval of deliverables.

Requirements:

The ideal candidate brings strong ITSM consulting experience, excellent documentation capabilities, and the ability to work independently with enterprise stakeholders. You should have experience improving service management processes and translating operational needs into practical solutions.

Demonstrated experience designing, improving, and documenting ITSM processes within consulting, enterprise IT, or similar collaborative delivery environments.

Experience working within or advising enterprise IT organizations, retained IT functions, service ownership teams, or multi-provider environments.

Practical experience with ServiceNow-enabled ITSM processes and the ability to translate requirements into functional design considerations.

Working knowledge of ITIL v4 or v5 principles, frameworks, and service management best practices.

Strong Microsoft Word and PowerPoint skills, with the ability to create polished, client-ready documentation.

Excellent written and verbal communication skills, including the ability to explain complex processes to non-expert audiences.

Ability to manage ambiguity, shifting priorities, and iterative deliverables while maintaining productivity and quality.

Strong consulting mindset with the confidence to challenge assumptions constructively and recommend improvements.

Ability to work independently and collaborate effectively with technical and business stakeholders.

Bachelor’s degree in a relevant field or equivalent professional experience.

Availability during standard Eastern/Central US business hours.

Willingness to support occasional travel when required.

Benefits:

Fully remote work environment with flexibility and autonomy.

Opportunity to support enterprise-level digital infrastructure and IT transformation initiatives.

Exposure to complex ITSM process improvements and ServiceNow-driven environments.

Collaborative culture with access to a global network of experienced professionals.

Ability to contribute meaningful recommendations and influence operational improvements.

Flexible contractor engagement structure.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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