ServiceNow Consultant

• Location:- Phoenix, AZ (5 days office)
• Overall – 10+ years
• Vertical – Banking
• 12+

JD:-

We are looking for a ServiceNow Process Transformation Consultant to assess and improve Incident and Problem Management processes within our Digital Workplace Servicing unit. The role focuses on process redesign, data classification improvement, and operational workflow optimization to enhance service effectiveness, data accuracy, and overall operational maturity.

Required Skills & Experience

• Strong experience with ServiceNow ITSM, specifically Incident and Problem Management.
• Hands-on experience in ITSM process assessment and transformation initiatives.
• Solid understanding of ITIL v4 practices related to Incident and Problem Management.
• Experience supporting Digital Workplace / End-User Services environments.
• Strong stakeholder communication, facilitation, and documentation skills.
• Ability to translate operational pain points into practical, implementable process improvements.

Key Responsibilities

• Assess current ServiceNow Incident and Problem Management processes, including categorization and data quality.
• Identify gaps in process design, data taxonomy, and operational workflows impacting service delivery and reporting.
• Redesign and optimize Incident and Problem Management processes aligned to business needs.
• Improve incident classification and problem categorization standards for better operational insights.
• Recommend and support process and workflow modifications within ServiceNow.
• Define and document process governance, standards, and controls to ensure sustained adoption.
• Collaborate with ITSM stakeholders, Digital Workplace teams, and ServiceNow administrators to implement process improvements.
• Produce clear process documentation, SOPs, and recommendations for leadership and delivery teams.