Senior Technical Consultant/ITSM Process Consultant – ServiceNow Service Bridge

Role Overview

The Senior Technical Consultant is the day-to-day build lead for the Service Bridge configuration on the Finance customer provider instance and its consumer instances. The consultant translates the architect’s design into working configuration — owning the cross-instance data contract, field mapping, source-to-destination integration design, and hands-on Service Bridge configuration execution across Incident, Problem, and Change.

Key Responsibilities
• Execute day-to-day Service Bridge configuration on the Finance customer provider instance and consumer instances (FINANCE CUSTOMER “CONSUMER” and two additional Tier-1 design-partner banks).
• Author and maintain the cross-instance data contract and field-mapping specification for Incident, Problem, and Change records (D2).
• Design and implement source-to-destination integration logic, including data-type conversions, normalization, and conditional sync rules.
• Build the Incident uplift to the multi-consumer pattern (D5), Problem Management on the provider (D7), Change Management with Remote Catalog of change templates (D8), and pilot-customer enablements (D10–D12).
• Produce update sets / scoped app artifacts, follow Finance customer “Provider” release management discipline, and partner with QA / UAT (offshore) on defect triage and resolution.
• Support UAT, cutover, and hypercare for each pilot customer; capture KPI baselines during hypercare.
• Contribute hands-on content to the Service Bridge Registration Playbook (D9) — codifying the ~10-business-day per-customer onboarding flow.
• Coordinate with the ITSM Process Consultant to ensure configuration faithfully reflects approved process designs.

Required Qualifications
• 6+ years of hands-on ServiceNow configuration / development experience, with at least 2+ years on Service Bridge.
• Working production experience with Remote Catalog, Remote Task, Remote Reference, and Proactive Case across provider and consumer instances.
• Strong configuration skills in ITSM modules: Incident, Problem, Change (Standard / Normal / Emergency), CAB workflow.
• Proficient in ServiceNow scripting (Business Rules, Client Scripts, Script Includes, Flow Designer / Workflow), ACLs, and update set / scoped app discipline.
• Experience producing field-level data contracts and integration specifications between ServiceNow instances or between ServiceNow and external systems.
• Comfortable operating in a regulated financial-services environment with strict change management and release gates.

Preferred Qualifications
• ServiceNow Certified Implementation Specialist – ITSM; CIS – Service Bridge or equivalent integration certification.
• Prior Finance customer “Provider” or Tier-1 US bank delivery experience.
• Experience with ServiceNow IntegrationHub and REST/SOAP integration patterns.
• Familiarity with Performance Analytics for ITSM KPI baselining.

Role Overview

The ITSM Process Consultant is the ServiceNow process subject-matter expert for the engagement — identifying module-specific behaviors and known platform considerations for Incident, Problem, and Change Management. The consultant owns the process design deliverable and ensures the multi-consumer Service Bridge pattern reflects ITIL-aligned, CAB-governed, and operationally durable ways of working that will scale to the broader Finance customer “Provider” customer base.

Key Responsibilities
• Lead the Process Design for Incident (uplift), Problem, and Change (D3): BPMN and swim-lane flows including major-incident proactive case, problem / known-error linkage, and CAB-aligned Standard / Normal / Emergency change paths.
• Define the SLA / OLA framework across provider and consumer instances.
• Surface ServiceNow module-specific behaviors and known platform constraints that affect process design; recommend mitigations to the Solution Architect.
• Partner with Finance customer “Provider” process owners and client (FINANCE CUSTOMER “CONSUMER” + design-partner banks) process leads to validate end-to-end flows and approval models.
• Contribute to UAT pack and cutover playbook authoring (D6), and to the Admin runbook for Finance customer “Provider”.
• Author content for the Service Bridge Registration Playbook (D9), specifically the process-side of per-customer onboarding.
• Identify opportunities for Finance customer “Provider” to monetize Service Bridge offerings (input into the Value-Add Strategic Advisory GTM Monetization POV).
• Coach the Finance customer “Provider” operations team during hypercare on the new multi-consumer Incident / Problem / Change ways of working.

Required Qualifications
• 8+ years of ITSM / ITIL process consulting, with at least 4+ years implementing Incident, Problem, and Change on ServiceNow.
• Demonstrable production designs of CAB-governed Change Management (Standard / Normal / Emergency) at large enterprises.
• ITIL v4 Foundation (or v3 Expert) certification.
• Strong BPMN authoring; experienced in MS Word / PowerPoint executive-grade artifact production.
• Working knowledge of ServiceNow Service Bridge process implications (Remote Catalog, Remote Task, Proactive Case) — or comparable multi-tenant / federated ITSM experience.
• Experience translating process designs into ServiceNow configuration in partnership with technical consultants.

Preferred Qualifications
• ITIL 4 Managing Professional or Strategic Leader.
• ServiceNow Certified Implementation Specialist – ITSM.
• Prior delivery at Finance customer “Provider” or other Tier-1 financial-services firms.
• Familiarity with major-incident management process design at multi-bank scale.