ServiceNow ITSM Implementation Consultant

Job Title: ServiceNow ITSM Implementation Consultant

Purpose:
The ServiceNow ITSM Implementation Consultant is responsible for collaborating with both internal teams and external vendors to lead, refine, and sustain the organization s ServiceNow implementation. This role is critical in ensuring the realization of ROI targets and key outcomes, such as centralized practices, cost optimization, streamlined business processes, and an enhanced user experience.

Essential Functions:

• 40% Implementation Strategy & Roadmap Development:
  Serve as a subject matter expert in ServiceNow implementation to develop, validate, and maintain a clear, actionable roadmap. Apply in-depth knowledge of the ServiceNow platform and implementation best practices to ensure proper sequencing, alignment with business priorities, risk mitigation, and stakeholder engagement throughout each phase.

• 40% Cross-Functional Collaboration & Leadership:
  Act as the primary liaison between internal stakeholders and external implementation partners. Facilitate collaboration across process owners, technical teams, change management, and training functions to ensure that all workstreams are synchronized and aligned with delivery milestones and desired business outcomes.

• 20% Executive Engagement & Governance:
  Ensure strong leadership alignment by delivering clear, timely updates on progress, risks, and key decisions. Facilitate briefings with executive sponsors and steering committees, escalate issues requiring executive input, and promote transparency and accountability. Support leadership in removing barriers and maintaining momentum throughout the implementation lifecycle.

Qualifications:

• Education: Bachelor s degree required

• Experience:

  • Minimum 5 years of experience in ServiceNow platform ownership and/or implementation

  • Extensive experience across ServiceNow modules such as ITSM, HR Service Delivery (HRSD), Workplace Service Delivery (WSD), automation, reporting, and integrations with enterprise systems

• Skills & Competencies:

  • Proven ability to communicate effectively with executive stakeholders, both verbally and in writing

  • Deep understanding of evolving industry, market, and technology trends

  • Strong project management, facilitation, and organizational abilities

  • Exceptional relationship management and stakeholder engagement skills

  • Strategic thinker and collaborative problem solver, with a demonstrated ability to drive discussions and alignment

***Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumen s client, allowing the user access to the required systems and technology. ***

Lumen Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.