ServiceNow ITSM Consultant

Project overview

We are looking for a ServiceNow ITSM Consultant.

Goal of the role:

An experienced ServiceNow ITSM Process Specialist / Functional Consultant with a strong understanding of classic ITIL-based operations processes and their practical implementation in ServiceNow is sought.

The focus is on:

Incident Management ? Problem Management ? Change Management ? Continuous Improvement

The person should analyze existing processes, identify weaknesses, and work with Process Owners, Service Providers, and operational teams to develop and implement concrete improvements within standard ServiceNow functionality.

Very good practical knowledge in Incident Management, especially:

The focus should not only be on the theoretical ITIL process, but especially on the question:

How should a good Incident process function specifically in ServiceNow and look for the support teams in the Service Operations Workspace?

Sound knowledge in Problem Management, including:

The goal is not to operate Problem Management as an administrative follow-up process, but to actually use it to reduce recurring incidents.

Very good knowledge in Change Management / Change Enablement:

Here, the balance between governance and operational efficiency is particularly important.

Processes should allow sufficient control without creating unnecessary administrative hurdles.

Practical experience with the modern ServiceNow Workspace Experience is very important.

Focus particularly on:

The person should understand how operational teams perform their daily work in the Service Operations Workspace and align processes accordingly.

Examples:

The person should therefore be able to work with Process Owners at the process level as well as with operational support teams at the practical ServiceNow level.

• Incident Management
• Incident Lifecycle and Process Design
• Categorization and Prioritization
• Assignment and Routing
• Assignment Groups and Responsibilities
• Major Incident Management
• Escalation Mechanisms
• SLAs and Operational Control
• Parent/Child Incidents
• Linking Incidents to Problems and Changes
• Use of Configuration Items and Services in the Incident Process
• Improvement of Agent Experience and Workflows
• Problem Management
• Problem Identification
• Problem Lifecycle
• Reactive and Proactive Problem Management
• Root Cause Analysis
• Known Errors
• Workarounds
• Linking Problems to Incidents
• Connection to Changes for sustainable error correction
• Problem Backlog and Governance
• Identification of recurring incident patterns
• Knowledge utilization in the Problem Process
• Change Management / Change Enablement
• Change Lifecycle
• Standard, Normal, and Emergency Changes
• Risk and Impact
• Approval Processes
• Change Models and Templates
• Change Tasks
• CAB Support
• Change Scheduling
• Change Conflicts
• Relationship between Change, CI, and Service
• Post Implementation Review
• Failed / Unsuccessful Changes
• Linking Changes to Incidents and Problems
• ServiceNow Workspaces
• Service Operations Workspace (SOW)
• CMDB Workspace
• Knowledge Management / Knowledge Workspace
• Continuous Improvement
• Identification of unnecessary process steps
• Improvement of Assignment and Routing
• Reduction of manual tasks
• Optimization of categories and data quality
• Improvement of SLA control and escalations
• Simplification of agent workflows
• Standardization of different working methods
• Identification of meaningful automation potential
• Improvement of the link between Incident, Problem, and Change
• Improvement of the use of CI/Service information
• Definition of meaningful KPIs and quality indicators
• Translation of operational problems into concrete ServiceNow improvements
• CMDB / ITOM Visibility

Requirements

o Incident Management

o Problem Management

o Change Management / Change Enablement

Framework conditions:

• Several years of practical experience with ServiceNow ITSM
• Very good knowledge of classic ITSM/ITIL processes:
• Very good understanding of the corresponding ServiceNow ITSM functionalities
• Practical experience with Service Operations Workspace
• Experience in analyzing and optimizing existing ITSM processes
• Experience with Continuous Service / Process Improvement
• Understanding of SLA, Assignment, Escalation, and Approval mechanisms
• Ability to map process requirements to standard ServiceNow functionality
• Experience with international or multi-provider IT organizations is an advantage
• Very good communication skills in English

Nice to have

The person does not need to be a Discovery Engineer or CMDB Architect.

However, they should understand why good Incident, Problem, and Change Management benefits from a robust CMDB and the correct assignment of CI and Service.

• Good CMDB understanding
• Configuration Items and CI Relationships
• Basic CSDM understanding
• Business/Application Services
• Service and CI context within IM/PM/CM
• ITOM Visibility
• Basic Discovery understanding
• Understanding of CI/Service data quality

Project details

asap

6 months+

Utilization: 5 days/week

Mannheim (3 days/week), remote (2 days/week)

Language: German and English

• Start: flexible
• Location: DE
• Languages: German