Coordinates enterprise ITSM initiatives between business stakeholders, IT teams, and the PMO. Leads discovery workshops, requirements gathering, systems inventory, process documentation, ITSM gap assessments, dependency tracking, and implementation-readiness planning for ServiceNow projects.

Lead end-to-end ServiceNow ITSM implementations, mapping current-state workflows and designing optimized future-state processes. Advise clients on ServiceNow configuration and deployment best practices, connect operational ITSM processes to platform frameworks, and integrate hardware and software asset lifecycles using ITAM. The role requires hands-on ServiceNow ITSM experience, delivery of a full-lifecycle implementation, and working knowledge of SPM and ITAM modules.