About the role
ITSM Consultant – ITSM Process & Tooling Alignment
Role Overview
We are looking for an experienced ITSM Consultant to support enterprise IT Service Management process alignment, governance, and tooling initiatives within a large international banking environment.
Key Responsibilities
·Assess and improve Incident, Problem, Change, Request, Service Level, CMDB and Knowledge Management processes
·Support process standardization and governance initiatives
·Identify process gaps and define remediation recommendations
·Support ServiceNow and OpenText SMAX alignment and optimization
·Participate in workshops, stakeholder meetings and transformation activities
·Provide documentation, knowledge transfer and implementation guidance
Tooling Expertise
·ServiceNow (Incident, Problem, Change, Request, Knowledge and CMDB modules)
·OpenText SMAX / Service Manager experience strongly preferred
·Experience with enterprise ITSM platforms and process-tool alignment
Preferred Qualifications and Certifications
·ITIL 4 certification
·ServiceNow certifications
·Banking or financial services experience
·Audit, compliance and regulated industry exposure
·ITSM migration, consolidation or CMDB improvement projects
Enterprise Experience
·Large enterprise environment experience (over 5,000+ users)
·Global or multi-country organization exposure
·Experience in transformation, harmonization or process alignment programmes
·Governance-driven operating model experience
Ideal Candidate Profile
An ITSM professional combining strong process expertise with hands-on ServiceNow experience and a proven track record in enterprise-scale transformation and governance environments.
Mandatory Skills (Must Have)
·Strong expertise in Incident, Problem and Change Management
·Hands-on experience with Request Fulfillment, Service Level Management, CMDB and Knowledge Management
·Practical ITIL v3/v4 implementation experience
·Experience defining KPIs, SLAs and governance controls
·7+ years of ITSM experience in enterprise environments