Job DescriptionAboutthe job : ITSM Practice Lead, Consulting EngagementCareerLevel: Senior.
Location: Texas / USA
RequirementsEngagement OverviewSenior IT Service Management (ITSM) consultant from a systems integrator to assess, structure, and mature our ITSM practice. This is not a staff augmentation role. We need a practitioner who has built and fixed ITSM programs before, with deep hands-on ServiceNow (SNOW) expertise, and can operate with minimal direction at a senior level.
Engagement Scope- Conduct a rapidcurrent-state assessment of ITSM processes: Incident, Problem, Change,Request and Knowledge Management
- Identify gaps inprocess, tooling, governance and adoption
- Deliver a prioritizedroadmap with clear milestones and measurable outcomes
- Lead the configurationand optimization of ServiceNow workflows aligned to the target operatingmodel
- Define KPIs, SLAstructures and reporting frameworks that give leadership real visibility
- Establish processownership standards and hand off a sustainable operational model to internal teams
- Work directly with theVP of Digital & Technology and key stakeholders across IT
What We Expect from the Consultant- 10+ years in ITSM, withat least 5 years in a consulting or SI delivery capacity
- Senior Manager orDirector-level profile: able to advise, challenge and drive, not justexecute tasks
- Proven ServiceNowexpertise: ITSM module configuration, CMDB, service catalog, reporting andintegrations
- ITIL v4 certificationrequired; ServiceNow certifications (CSA, ITSM) strongly preferred
- Experience standing upITSM programs at large enterprises, not just maintaining existing ones
- Strong communicationskills: able to present findings and recommendations to VP and C-suitestakeholders
- Comfortable working inan environment where the structure does not yet exist
BenefitsWhat'sin it for you:AtNexgentek we prioritize your well-being andprofessionalgrowth. Here's what you can expect:
- Achievea healthy work-life balance.
- Competitivecompensation and abundant growth opportunities.
- Enjoya standard 5-day workweek with 2 fixed weeklyoffs.
- Experiencean employee-centric environment with supportivepolicies.
- Benefitfrom family-friendly and flexible workarrangements.
- Accessour Performance Advancement and Career Enhancement (PACE)initiative and discover opportunities for both personal andprofessional growth. From tailored career development plans toexpert counseling services, PACE empowers you to chart yourcourse to success with confidence and clarity.
Elevateyour career trajectory with our Learning & Development(L&D) program. Join our team and embark on atransformative journey of upskilling and self-discovery. Withcontinuous learning as your compass, you'll not onlyenhance your expertise but also open doors to newopportunities, paving the way for career growth andfulfillment.
Pleasenote:At Nexgentek, we value the importance ofcollaboration,learning, and fostering connections with clients,peers,leaders, and communities. While some in-person engagementmay be required for certain roles, we are committed to providingflexibility to accommodate your individual work-life balanceneeds.
