Need ServiceNow ITSM / Process Consultant:: Jacksonville, FL (Hybrid)

W2 contract to Fulltime position

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Job Title: ServiceNow ITSM / Process Consultant

Location: Jacksonville, FL (Hybrid)

Job Description:

We are seeking a ServiceNow ITSM / Process Consultant who will be responsible for aligning ServiceNow platform configurations with ITSM best practices and business processes. The consultant will work closely with business stakeholders, IT teams, and platform developers to implement, optimize, and maintain ServiceNow ITSM modules including Incident, Change, Problem, Request, and Knowledge Management. The ideal candidate should possess strong expertise in ITIL-based service management processes and hands-on experience configuring and improving ServiceNow ITSM workflows.

Required Skills:

• Strong experience with ServiceNow ITSM modules Incident, Problem, Change, Request, and Knowledge Management
• Solid understanding of ITIL framework and IT service management best practices
• Experience in ServiceNow configuration, workflow design, and process implementation
• Knowledge of ServiceNow platform capabilities, forms, business rules, and service catalog
• Experience in process analysis, documentation, and improvement initiatives
• Ability to collaborate with business stakeholders, architects, and development teams
• Strong analytical, communication, and problem-solving skills
• Experience with ITSM process transformation and automation
• Familiarity with ServiceNow reporting and dashboards

Roles and Responsibilities:

• Align ServiceNow configurations with ITSM processes including Incident, Change, Problem, Request, and Knowledge Management.
• Work with stakeholders to analyze existing ITSM processes and recommend improvements.
• Configure and optimize ServiceNow ITSM modules and workflows to support operational efficiency.
• Ensure adherence to ITIL best practices and organizational service management standards.
• Support implementation, testing, and deployment of ITSM process changes in ServiceNow.
• Collaborate with developers and administrators to design and enhance ServiceNow solutions.
• Document process flows, configurations, and best practices for ITSM modules.
• Provide guidance and training to teams on ServiceNow ITSM processes and functionality.
• Monitor system performance and identify opportunities for automation and process optimization.