5+ years of experience in consulting, business analysis, or IT service management
Proven experience leading workstreams or engagements in complex, matrixed environments
Strong background in ITSM process implementation and transformation
Excellent communication skills, including executive-level presentation ability
Requirements:
Serve as the primary point of accountability for SOW delivery
Establish and manage engagement governance, cadence, and reporting
Lead end-to-end ITSM implementation activities across multiple business units and technology teams
Own quality and completion of all implementation outputs
Job description
Description
OVERVIEW
iTech AG is seeking an experienced IT Service Management (ITSM) Business Process Consultant (BPC) to lead delivery for an ITSM implementation initiative, a critical phase of a large-scale transformation to establish and mature a centralized IT service management program across the enterprise.
This individual will serve as the primary client-facing lead, accountable for driving implementation, aligning stakeholders, and ensuring high-quality, actionable outputs that enable downstream deployment of ITSM processes, tooling, and governance.
ROLES AND RESPONSIBILITIES
Serve as the primary point of accountability for SOW delivery
Establish and manage engagement governance, cadence, and reporting
Build strong relationships with client leadership and key ITSM stakeholders across the organization
Lead executive communications, including steering committees and status reporting
Lead end-to-end ITSM implementation activities across multiple business units and technology teams
Facilitate workshops to capture:
Current-state service management processes (incident, problem, change, request fulfillment)
Variations across teams and departments (operational, data, compliance)
Pain points, gaps, and optimization opportunities
Define future-state ITSM process frameworks aligned to target platform and tooling capabilities
Develop standardization and harmonization recommendations across service domains and business units
Coordinate across diverse stakeholders including:
IT operations, infrastructure, and service desk teams
Business unit owners and end-user representatives
Compliance, security, and audit stakeholders
Drive alignment on common vs. business-unit-specific ITSM requirements
Identify risks, dependencies, and organizational change impacts
Own quality and completion of all implementation outputs, including:
Process maps (current/future state)
ITSM requirements documentation
Gap analysis and recommendations
Executive summaries and decision materials
Ensure deliverables are clear, actionable, and implementation-ready
Provide direction and oversight to BA/BPC resources
Delegate and manage workstreams while ensuring consistency and quality
Review and refine deliverables produced by supporting team members
Align ITSM implementation outputs with the broader IT transformation roadmap
Partner with technology and architecture teams to ensure feasibility and integration with existing CMDB, ITAM, and service management tooling
Support transition into design, configuration, and deployment phases
Other duties as assigned
MINIMUM QUALIFICATIONS
5+ years of experience in consulting, business analysis, or IT service management
Proven experience leading workstreams or engagements in complex, matrixed environments
Strong background in ITSM process implementation and transformation
Experience collaborating with diverse stakeholders across business and IT functions
Demonstrated ability to facilitate workshops and drive stakeholder alignment
Excellent communication skills, including executive-level presentation ability
EDUCATION AND CERTIFICATIONS
Bachelor’s degree
PREFERRED QUALIFICATIONS
Experience supporting greenfield implementations
ServiceNow CIS-ITSM
ServiceNow CSA
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by applicable federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of our employment process should email their request to [email protected]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
