Senior Business Process Consultant – ITSM, CSM & CMDB

Role: Senior Business Process Consultant – ITSM, CSM & CMDB
Experience: 7+ Years
Location: Offshore
Work Mode: Offshore
Certification: Not Mandatory

Key Responsibilities

• Lead process consulting and transformation for ITSM, CSM, and CMDB

• Analyze current processes, identify gaps, and recommend ServiceNow-aligned solutions

• Design and document To-Be processes, workflows, and governance models

• Provide expertise in Incident, Problem, Change, Request, Knowledge, and CSM case management

• Define and implement CMDB strategy, CI lifecycle, relationships, and governance

• Conduct stakeholder workshops and design sessions

• Work with architects and developers to translate requirements into functional designs

• Support UAT, process validation, and go-live readiness

Required Skills

• 7+ years of ITSM / Service Management consulting experience

• Strong expertise in ServiceNow ITSM, CSM, and CMDB

• Deep understanding of ITIL processes and service lifecycle

• Strong CMDB knowledge (CI classes, relationships, discovery, data quality)

• Excellent stakeholder management and communication skills