Senior ITSM Process & Documentation Consultant – 1099 Contractor

Senior ITSM Process & Documentation Consultant – 1099 Contractor

Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there.

Position Overview

We are seeking a hands-on IT Service Management (ITSM) process and documentation consultant who can independently turn ambiguous inputs, client working sessions, and existing materials into clear, usable documentation. The consultant will advise on process design, constructively challenge assumptions, and work within established strategy, scope, and client constraints.

Responsibilities

• Develop and refine ITSM policies and standards, end-to-end process flows, roles and responsibilities, RACI matrices, and performance metrics.
• Create supporting artifacts such as decision guides, escalation paths, checklists, templates, detailed work instructions, training decks, and job aids.
• Support process design across the ITSM lifecycle, with immediate emphasis on Incident Management, Problem Management, and Change Enablement.
• Translate process decisions into clear ServiceNow functional requirements and design considerations, including workflows, roles, fields, SLAs, controls, and reporting needs.
• Participate in client working sessions to gather information, test assumptions, develop content, and incorporate feedback; communicate effectively with both technical and non-technical stakeholders.
• Turn incomplete or evolving direction into well-structured drafts, identify gaps and decisions needed, and make pragmatic recommendations without waiting for perfect inputs.
• Maintain a rapid, iterative production cadence across multiple deliverables while preserving accuracy, consistency, and usability.
• Own drafts, revisions, comment resolution, and version control through completion; partner with the senior project resource, who retains responsibility for final review and approval.
• Write for non-expert audiences, simplifying complex processes and concepts without losing technical accuracy.
• This role provides ServiceNow requirements and design input; hands-on configuration is out of scope.

Required Skillsets

• Demonstrated experience designing, improving, and documenting processes across multiple ITSM process areas in consulting or similarly collaborative delivery environments.
• Experience working within or advising an enterprise/client-side IT organization, retained IT function, or service owner in a multi-provider environment. Provider/MSP-side experience alone is insufficient.
• Practical experience with ServiceNow-enabled ITSM processes and the ability to translate process needs into functional requirements and platform design considerations.
• Working knowledge of ITIL v4 or v5 concepts and practices.
• Strong Microsoft PowerPoint and Word skills, including the ability to create polished, client-ready documentation.
• Ability to work independently, productively, and calmly when direction is incomplete, priorities evolve, and deliverables require frequent iteration.
• Strong written and verbal communication skills, including the ability to produce clear materials for non-expert audiences.
• Sound consulting judgment: willing to challenge assumptions and process decisions constructively while respecting established strategy, scope, governance, and client constraints.
• Primarily remote, limited travel may be required.
• Available during normal Eastern/Central US business hours.

Education

• Bachelor of Arts or Science degree in a relatable field

At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.

The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

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