ServiceNow Consultant

• Location:- Phoenix, AZ (5 days office)
• Overall - 10+ years
• Vertical - Banking
• 12+

JD:-

We are looking for a ServiceNow Process Transformation Consultant to assess and improve Incident and Problem Management processes within our Digital Workplace Servicing unit . The role focuses on process redesign, data classification improvement, and operational workflow optimization to enhance service effectiveness, data accuracy, and overall operational maturity.

Required Skills & Experience

• Strong experience with ServiceNow ITSM , specifically Incident and Problem Management .
• Hands-on experience in ITSM process assessment and transformation initiatives .
• Solid understanding of ITIL v4 practices related to Incident and Problem Management.
• Experience supporting Digital Workplace / End-User Services environments.
• Strong stakeholder communication, facilitation, and documentation skills.
• Ability to translate operational pain points into practical, implementable process improvements .

Key Responsibilities

• Assess current ServiceNow Incident and Problem Management processes , including categorization and data quality.
• Identify gaps in process design, data taxonomy, and operational workflows impacting service delivery and reporting.
• Redesign and optimize Incident and Problem Management processes aligned to business needs.
• Improve incident classification and problem categorization standards for better operational insights.
• Recommend and support process and workflow modifications within ServiceNow.
• Define and document process governance, standards, and controls to ensure sustained adoption.
• Collaborate with ITSM stakeholders, Digital Workplace teams, and ServiceNow administrators to implement process improvements.
• Produce clear process documentation, SOPs, and recommendations for leadership and delivery teams.