Senior ITSM Process & Documentation Consultant

📋 Description

• The Senior ITSM Process & Documentation Consultant will design, improve, and document IT
• Develop and refine ITSM policies, standards, process flows, RACI matrices, and performance
• Create documentation including decision guides, escalation procedures, checklists, templates
• Support ITSM process design across Incident, Problem, and Change Enablement areas.
• Translate business decisions into ServiceNow functional requirements (workflows, roles, fields
• Facilitate client workshops to gather requirements, validate assumptions, and capture feedback.

🎯 Requirements

• Strong ITSM consulting experience with excellent documentation capabilities.
• Experience in enterprise IT settings, retained IT functions, or multi-provider environments.
• Experience with ServiceNow-enabled ITSM processes and translating requirements into design concepts.
• Working knowledge of ITIL v4 or v5; strong MS Word and PowerPoint; clear written and verbal
• Ability to explain complex processes to non-technical audiences; manage ambiguity and evolving
• Consulting mindset; ability to work independently and with stakeholders; Bachelor’s degree or

🎁 Benefits

• Fully remote work environment with flexibility and autonomy.
• Opportunity to contribute to enterprise-level digital infrastructure and IT transformation
• Exposure to complex ITSM improvements and ServiceNow-driven environments.
• Collaborative culture with a global network of professionals.
• Flexible contractor engagement structure.