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IT Service Management (ITSM) Consultant / ServiceNow Specialist

About the Role
We are looking for an experienced IT Service Management (ITSM) Consultant to support our client's Service Desk transformation and process maturity journey.
The client operates within an international environment where ITIL 4 and ServiceNow are key components of the IT Service Management framework. The objective of this role is to improve Service Desk processes, increase operational maturity, and help align local operations with enterprise ITSM standards.
Responsibilities
 

• Assess and improve existing Service Desk processes
   
• Support implementation and optimization of ITIL 4 practices
   
• Review and enhance Incident, Request, Problem, and Change Management processes
   
• Configure and optimize ServiceNow workflows and modules
   
• Support Service Catalog development and maintenance
   
• Define and improve SLA, KPI, and reporting structures
   
• Conduct process maturity assessments and recommend improvements
   
• Collaborate with stakeholders across IT and business teams
   
• Provide guidance and training on ServiceNow and ITSM best practices
   
• Support continuous service improvement initiatives
   

Requirements (Must Have):
 

• 3+ years of experience in IT Service Management
   
• Practical experience with ServiceNow
   
• Strong knowledge of ITIL 4 framework
   
• Experience with Service Desk operations and process improvement
   
• Experience with:
   
• Incident Management
   
• Request Fulfilment
   
• Problem Management
   
• Change Management
   
• Strong analytical and communication skills
   
• Fluent English
   

Nice to Have
 

• ITIL 4 Foundation or higher certification
   
• ServiceNow certification(s)
   
• Experience in enterprise or international environments
   
• Experience with Service Level Management
   
• Experience conducting ITSM maturity assessments
   
• Experience supporting digital transformation initiatives
   

Engagement
 

• Contract / Freelance / Consultant basis
   
• Remote work
   
• Part-time or full-time depending on project scope
   
• Initial engagement with potential extension
   

Preferred Profile
We are looking for a hands-on consultant who can combine process improvement, stakeholder management, and ServiceNow expertise to help elevate Service Desk operations and ITSM maturity.