ServiceNow Consultant

Role: ServiceNow Consultant

Location: Phoenix, Arizona

Required Skills:
• 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.

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.

Regards

Praveen Kumar

Talent Acquisition Group – Strategic Recruitment Manager

praveen.r@themesoft.com| Themesoft Inc