Senior ITSM Process & Documentation Consultant in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior ITSM Process & Documentation Consultant based in United States.

This role is designed for an experienced IT Service Management professional who excels at transforming complex requirements into clear, actionable processes and documentation.
You will work closely with clients and technical teams to design, refine, and communicate ITSM practices that improve operational efficiency.
The position combines consulting expertise, process improvement, and documentation excellence within enterprise IT environments.
You will play a key role in shaping workflows, governance models, and ServiceNow-related requirements while ensuring alignment with business objectives.
This opportunity is ideal for someone who enjoys autonomy, problem-solving, and collaborating with diverse stakeholders.
You will contribute to impactful digital infrastructure initiatives while working in a flexible, primarily remote environment.

The Senior ITSM Process & Documentation Consultant will support organizations in designing, improving, and documenting IT service management processes while providing practical recommendations and clear deliverables. The role requires strong consulting skills, attention to detail, and the ability to operate effectively in evolving environments.

• Develop and refine ITSM policies, standards, process flows, roles and responsibilities, RACI matrices, and performance measurement frameworks.
• Create high-quality documentation including decision guides, escalation procedures, checklists, templates, training materials, job aids, and work instructions.
• Support ITSM process design across areas such as Incident Management, Problem Management, and Change Enablement.
• Translate business and process decisions into ServiceNow functional requirements, including workflows, roles, fields, SLAs, controls, and reporting considerations.
• Facilitate client workshops and working sessions to gather requirements, validate assumptions, identify gaps, and incorporate stakeholder feedback.
• Transform incomplete or evolving information into structured documentation, recommendations, and actionable process improvements.
• Manage multiple deliverables through drafting, revisions, feedback resolution, and version control while maintaining accuracy and consistency.
• Simplify complex technical concepts into accessible content for non-technical audiences without compromising accuracy.
• Provide consulting guidance while respecting established strategies, governance frameworks, project scope, and client constraints.
• Collaborate with senior project resources to support final review and approval of deliverables.

The ideal candidate brings strong ITSM consulting experience, excellent documentation capabilities, and the ability to work independently with enterprise stakeholders. You should have experience improving service management processes and translating operational needs into practical solutions.

• Demonstrated experience designing, improving, and documenting ITSM processes within consulting, enterprise IT, or similar collaborative delivery environments.
• Experience working within or advising enterprise IT organizations, retained IT functions, service ownership teams, or multi-provider environments.
• Practical experience with ServiceNow-enabled ITSM processes and the ability to translate requirements into functional design considerations.
• Working knowledge of ITIL v4 or v5 principles, frameworks, and service management best practices.
• Strong Microsoft Word and PowerPoint skills, with the ability to create polished, client-ready documentation.
• Excellent written and verbal communication skills, including the ability to explain complex processes to non-expert audiences.
• Ability to manage ambiguity, shifting priorities, and iterative deliverables while maintaining productivity and quality.
• Strong consulting mindset with the confidence to challenge assumptions constructively and recommend improvements.
• Ability to work independently and collaborate effectively with technical and business stakeholders.
• Bachelor’s degree in a relevant field or equivalent professional experience.
• Availability during standard Eastern/Central US business hours.
• Willingness to support occasional travel when required.

• Fully remote work environment with flexibility and autonomy.
• Opportunity to support enterprise-level digital infrastructure and IT transformation initiatives.
• Exposure to complex ITSM process improvements and ServiceNow-driven environments.
• Collaborative culture with access to a global network of experienced professionals.
• Ability to contribute meaningful recommendations and influence operational improvements.
• Flexible contractor engagement structure.