ITSM Lead

Top Skills' Details

1.) 8+ years of ITSM consulting or process leadership experience supporting ServiceNow or IT Service Management initiatives

2.) Deep understanding of ITSM processes, including Incident, Problem, Change, Service Catalog, and Knowledge

3.) Experience leading enterprise ITSM migration, consolidation, or integration initiatives, including process workshops, workflow alignment, migration planning, and stakeholder decision-making

Description

We are seeking an experienced Lead ITSM Consultant / Analyst to lead the process-oriented workstream for a large-scale ServiceNow integration and migration initiative as part of a large acquisition integration.

This role will lead the assessment, alignment, and migration of operational processes and supporting artifacts into an established ITSM operating model across Incident, Problem, Change, Service Catalog, and Knowledge.

Key Responsibilities

ITSM Process Leadership & Migration

Lead discovery and process-alignment workshops with enterprise stakeholders.

Assess current-state processes and workflows and identify differences, dependencies, risks, and migration requirements.

Define and coordinate the migration approach and sequencing across Incident, Problem, Change, Service Catalog, and Knowledge.

Facilitate stakeholder decisions regarding process and workflow alignment.

Oversee development of process flows, requirements, user stories, acceptance criteria, and migration documentation.

Guide migration of process documentation, knowledge content, catalog items, and related operational artifacts.

Coordinate and provide direction to ITSM Analysts supporting the workstream.

Oversee process validation, UAT, transition readiness, and post-migration stabilization.

Track and escalate process-related risks, issues, dependencies, and unresolved decisions.

Additional Skills & Qualifications

8+ years of ITSM consulting, process analysis, or service management experience.

Demonstrated experience leading ServiceNow-enabled ITSM migration or consolidation workstreams.

Strong workshop facilitation, stakeholder management, process analysis, and decision-management skills.

Experience guiding analysts and coordinating process-workstream activities.

Ability to work onsite in Waukegan, Illinois.

Job Type & Location

This is a Contract position based out of Waukegan, IL.

The pay range for this position is $75.00 - $75.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Waukegan,IL.

This position is anticipated to close on Oct 2, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.