UST
Website:
ust.com
Job details:
Role Description
Role Summary
We are seeking a
seasoned Senior ServiceNow ITSM Consultant to lead and oversee end to end ITSM implementations, ensure alignment with
industry best practices, and drive
organizational change and adoption. This role requires a
self starter who can operate with minimal supervision, engage confidently with
senior leadership, and act as a trusted advisor across business and IT stakeholders.
The ideal candidate will bring deep
ServiceNow ITSM domain expertise, strong
governance and assessment skills, and the ability to translate complex technology concepts into
clear, executive level narratives.
Key Responsibilities
ITSM Leadership & Implementation Oversight
- Oversee and govern ServiceNow ITSM implementations (Incident, Problem, Change, Request, Knowledge, CMDB) across phases - design, build, test, deploy, and stabilize
- Ensure implementations adhere to ITIL / leading ITSM best practices rather than tool centric customization
- Review solution designs and configurations to assess:
- Process maturity and standardization
- Alignment with enterprise service management objectives
- Scalability, maintainability, and future roadmap readiness
- Act as a quality gate to validate that best practices are truly implemented, not just configured
Best Practices Assessment & Continuous Improvement
- Conduct ITSM maturity assessments, gap analysis, and health checks
- Recommend improvements to processes, governance, KPIs, and reporting
- Define measurable success criteria (SLAs, XLAs, CSAT, operational KPIs)
- Guide teams on optimizing existing ServiceNow implementations to maximize business value
Organizational Change Management (OCM)
- Define and establish an OCM framework aligned to the organization s culture and operating model
- Drive adoption strategies including:
- Stakeholder impact analysis
- Communication planning
- Training strategy and role based enablement
- Adoption metrics and feedback loops
- Partner with HR, Communications, and Business Leaders to ensure smooth behavioral and process transition
- Act as a change champion, ensuring ServiceNow is embraced as a platform, not just a tool
Stakeholder & Executive Engagement
- Serve as a trusted advisor to senior IT and business leadership
- Prepare and deliver executive level presentations covering:
- Program status and risks
- Value realization and ROI
- Process maturity and adoption progress
- Strategic recommendations and roadmaps
- Facilitate steering committee meetings, workshops, and decision forums
- Influence without authority and manage expectations across multiple stakeholders
Governance & Delivery Enablement
- Define ITSM governance models, operating procedures, and RACI structures
- Mentor delivery teams, developers, and junior consultants on ITSM principles and ServiceNow best practices
- Work collaboratively with System Integrators, internal teams, and partners to ensure delivery excellence
- Support transition to operations and post go live optimization
Experience
Required Skills & Experience
- 10+ years of overall ITSM / IT Service Management experience
- 6+ years of hands on experience with ServiceNow ITSM implementations
- Proven experience leading or overseeing enterprise scale transformations
- Experience engaging with C level and senior leadership stakeholders
Skills
servicenow,stakeholder management,servicenow itsm,it service management,itil,enterprise scale transformations,executive level presentations,governance,kpi,sla
Click on Apply to know more.