ServiceNow Consultant

We are seeking an experienced ServiceNow Consultant to conduct a comprehensive post-implementation assessment of an existing ServiceNow environment. This individual will serve as a strategic advisor and subject matter expert responsible for evaluating current platform utilization, identifying automation opportunities, improving operational efficiency, and developing a roadmap for future ServiceNow capabilities.

The ideal candidate will possess deep expertise across IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM), while also demonstrating a strong understanding of ServiceNow best practices, CMDB maturity, AI-enabled workflows, governance, and enterprise platform optimization.
This role will work closely with IT leadership, infrastructure teams, service desk personnel, and business stakeholders to ensure the organization is maximizing its investment in ServiceNow while establishing a foundation for future growth and automation.

Key Responsibilities
ServiceNow Environment Assessment
• Perform a comprehensive review of the current ServiceNow implementation, configurations, workflows, integrations, and operational processes.
• Evaluate platform maturity and alignment with ServiceNow best practices.
• Identify gaps, redundancies, technical debt, and opportunities for improvement.
• Assess user adoption, process effectiveness, and reporting capabilities.

ITSM Optimization
• Review Incident, Problem, Change, Request, Knowledge, and Service Catalog processes.
• Identify opportunities for workflow automation and self-service improvements.
• Recommend process enhancements to improve service delivery, efficiency, and user experience.
• Establish KPI and SLA reporting improvements.

ITOM & CMDB Strategy
• Evaluate the current state of the CMDB and configuration management processes.
• Assess data quality, governance, discovery coverage, and service mapping capabilities.
• Develop a business case and ROI analysis for CMDB expansion and maturity initiatives.
• Recommend strategies for improving asset visibility, dependency mapping, and operational intelligence.

IT Asset Management (ITAM)
• Assess hardware, software, licensing, and lifecycle management processes.
• Identify opportunities to improve asset utilization, compliance, and cost management.
• Recommend governance practices for maintaining accurate asset inventories and lifecycle tracking.

Automation & AI Enablement
• Identify manual processes suitable for automation through ServiceNow workflows and orchestration.
• Evaluate opportunities to leverage ServiceNow AI, predictive intelligence, virtual agents, and workflow automation capabilities.
• Develop recommendations for AI-driven service management and operational efficiencies.
• Create a roadmap for intelligent automation initiatives.

Required Qualifications
• 7+ years of ServiceNow consulting or administration experience.
• Experience conducting ServiceNow maturity assessments and optimization engagements.
• Strong understanding of ServiceNow AI, Predictive Intelligence, Virtual Agent, and Workflow Automation capabilities.
• Experience developing business cases and ROI analyses for ServiceNow investments.
• Knowledge of ITIL best practices and IT governance frameworks.
• Experience working with executive leadership and cross-functional stakeholders.

About PIVIT Group
PIVIT Group is a subsidiary IT division of The Pinnacle Groups. PIVIT works hard to pair top talent with great companies. We truly care about your success and your future, which is why we take the time to truly get to know both the employer and employee to find the perfect match. We're not just filling a seat, we're building futures. Our service separates us from other staffing firms and has landed us on the Inc. 5000 list of fastest growing private companies in the U.S. three straight years (2023-2025). With headquarters centrally located in Kansas City, PIVIT currently builds futures in eight states across the U.S.

EOE: PIVIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


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