ITSM Module Lead

Hi

We have an urgent requirement for ITSM Module Lead at Northfield, IL (Onsite) location. Kindly send me your updated resume on

Please find the below job description

Role: ITSM Module Lead

Location: Northfield, IL (Onsite)

IT Service Management (ITSM) Process & Workflow Design Lead ServiceNow Implementation

We are seeking an experienced ITSM Process & Workflow Design Lead to drive the design and implementation of ServiceNow modules for core ITIL processes. This role will focus on creating scalable, efficient workflows and ensuring alignment with industry best practices to deliver a robust IT Service Management platform.

Key Responsibilities:

• Process Design & Optimization:
• Lead the design and optimization of ITSM processes including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management, CMDB, and IT Asset Management (HAM & SAM).
• Ensure processes align with ITIL best practices and organizational objectives.
• Workflow Development:
• Design and configure ServiceNow workflows for the above modules, ensuring automation, efficiency, and compliance.
• Collaborate with stakeholders to gather requirements and translate them into functional workflows.
• ServiceNow Implementation:
• Work closely with ServiceNow developers and architects to implement modules and integrations.
• Validate configurations and workflows through testing and quality assurance.
• Governance & Documentation:
• Develop process documentation, SOPs, and governance frameworks for ITSM processes.
• Maintain accurate records of workflows, configurations, and dependencies.
• Stakeholder Management:
• Engage with cross-functional teams (IT Operations, Security, Asset Management, etc.) to ensure smooth adoption of processes.
• Provide training and guidance to teams on new workflows and ServiceNow functionalities.
• Continuous Improvement:
• Monitor process performance and identify areas for improvement.
• Implement enhancements based on feedback and evolving business needs.

Required Skills & Experience:

• Technical Expertise:
• Strong knowledge of ITIL framework and ITSM best practices.
• Hands-on experience in designing workflows in ServiceNow for ITSM modules.
• Familiarity with CMDB design, HAM & SAM lifecycle management.
• Process Design:
• Proven ability to design and optimize ITSM processes for large-scale organizations.
• Experience in workflow automation and integration with third-party tools.
• Analytical & Communication Skills:
• Excellent problem-solving skills and ability to translate business needs into technical solutions.
• Strong stakeholder engagement and communication skills.
• Certifications (Preferred):
• ITIL Foundation or higher.
• ServiceNow Certified Implementation Specialist (ITSM)