Pontoon Global Solutions Jobs

Senior Business Process Consultant – ITSM, CSM & CMDB

Sorry, this job was removed at 06:29 p.m. (EST) on Friday, Jul 31, 2026

Remote

Hiring Remotely in United States

Senior level

Remote

Hiring Remotely in United States

Senior level

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Lead ITSM/CSM/CMDB process consulting and transformation: analyze current-state, design To-Be processes, define CMDB strategy and governance, run stakeholder workshops, translate requirements with architects/developers, and support UAT and go-live readiness.

The summary above was generated by AI

Role: Senior Business Process Consultant – ITSM, CSM & CMDB
Experience: 7+ Years
Location: Offshore
Work Mode: Offshore
Certification: Not Mandatory

Key Responsibilities

Lead process consulting and transformation for ITSM, CSM, and CMDB
Analyze current processes, identify gaps, and recommend ServiceNow-aligned solutions
Design and document To-Be processes, workflows, and governance models
Provide expertise in Incident, Problem, Change, Request, Knowledge, and CSM case management
Define and implement CMDB strategy, CI lifecycle, relationships, and governance
Conduct stakeholder workshops and design sessions
Work with architects and developers to translate requirements into functional designs
Support UAT, process validation, and go-live readiness

Required Skills

7+ years of ITSM / Service Management consulting experience
Strong expertise in ServiceNow ITSM, CSM, and CMDB
Deep understanding of ITIL processes and service lifecycle
Strong CMDB knowledge (CI classes, relationships, discovery, data quality)
Excellent stakeholder management and communication skills

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