We are seeking an experienced Lead-Level ITSM Technical Consultant with deep expertise across all ITSM modules, ITSM AI capabilities, and ServiceNow integrations. This is a strategic advisory role focused on customer workshops, platform assessments, AI enablement, and remediation guidance. The ideal candidate will help identify deviations from Out-of-the-Box (OOTB) functionality, provide best-practice recommendations, and support project teams in unlocking AI capabilities impacted by platform customizations.
This role is strictly advisory in nature; no hands-on development or configuration work is expected.
Key Responsibilities
Lead and support customer-facing workshops focused on ITSM processes, platform optimization, and AI enablement.
Analyze existing ServiceNow ITSM implementations and identify deviations from OOTB functionality.
Provide strategic recommendations to remediate gaps, reduce technical debt, and align with ServiceNow best practices.
Advise customers and project teams on how customizations may impact ITSM AI capabilities and platform performance.
Collaborate with project stakeholders, AI Tower teams, Business Process Consultants (BPCs), and Technical Consultants (TCs) to define remediation strategies.
Evaluate integrations and provide guidance on integration-related impacts to AI and ITSM workflows.
Support discovery and assessment activities by documenting findings, risks, dependencies, and improvement opportunities.
Provide advisory support for AI-driven ITSM capabilities including intelligent workflows, virtual agents, predictive intelligence, and automation features.
Participate in governance discussions and recommend scalable, maintainable platform solutions.
Act as a trusted advisor to both internal delivery teams and customer stakeholders.
Required Qualifications
10+ years of experience in ServiceNow ITSM implementations and consulting.
Strong expertise across all core ITSM modules including Incident, Problem, Change, Request, Knowledge, Service Catalog, and CMDB.
Experience with ServiceNow AI/Automation capabilities and platform optimization strategies.
Working knowledge of ServiceNow integrations and enterprise architecture considerations.
Strong understanding of ServiceNow OOTB capabilities and platform best practices.
Excellent stakeholder management, workshop facilitation, and advisory consulting skills.
Ability to analyze complex customizations and recommend remediation approaches.
Strong communication and presentation skills with executive-level interaction experience.
Mandatory Certifications
ServiceNow CIS – IT Service Management (CIS-ITSM) Certification – Mandatory
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