Senior Business Process Consultant – ITSM, CSM & CMDB
Pontoonglobal · International, IN
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- Location
- International, IN
- Posted
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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