PURPOSE:
The ServiceNow ITSM Implementation Consultant shall collaborate with vendor and internal teams to develop or refine, maintain, and successfully drive the organization-s ServiceNow implementation to achieve ROI commitments and desired outcomes, including centralized practices, cost efficiencies, business process improvement, and enhanced user experience.

ESSENTIAL FUNCTIONS:
- 40% Provide ServiceNow implementation subject matter expertise to validate, improve, and maintain a clear and actionable implementation roadmap and plan. Apply deep knowledge of the ServiceNow platform and implementation best practices to ensure proper sequencing, alignment around priorities, dependency management, risk mitigation, and engagement of the right stakeholders at each phase.
- 40% Serve as primary liaison between internal stakeholders and external implementation partners, facilitating collaboration across process owners, technology teams, internal change management, and training resources. The consultant ensures that all workstreams are aligned in support of desired outcomes and delivery milestones.
- 20% Ensure strong leadership engagement by providing clear, timely reporting on implementation progress, risks, and key decisions. Facilitate regular updates to executive sponsors and steering committees, escalate issues that require intervention or decisions, and drive alignment across competing priorities. Ensure transparency and accountability throughout the implementation, helping leadership and key stakeholders stay informed, engaged, and empowered to remove barriers in support of successful execution.

Required Skills

Qualifications
- Education Level: Bachelor's Degree
- Experience: 5 years experience in ServiceNow platform ownership and/or implementation
- Broad experience with Service Now implementations like ITSM, HR Service Delivery (HRSD), Workplace Service Delivery (WSD), automation, reporting, and integrations with existing applications
- Strong executive-level communication skills, both verbal and written
- Follows evolving market, industry and consumer trends
- Exceptional project management, facilitation and organizational skills
- Excellent relationship management skills
- Strategic thinker, problem solver, and a collaborator who can drive engagement and discussions