Get to Know the Opportunity:
The ITSM Consultant is a senior practitioner responsible for the effective operation, governance, measurement, and continual improvement of assigned enterprise IT Service Management processes. The role works across technology teams, service owners, and business stakeholders to strengthen process execution, improve service reliability, and ensure ITSM practices support organizational objectives.
The Consultant applies advanced ITSM and ITIL knowledge to manage complex operational activities, facilitate cross-functional problem solving, analyze service-performance data, and improve process controls and outcomes. The role helps define and execute process-maturity, automation, analytics, and AI-enabled transformation initiatives under the direction of ITSM leadership.
This is an individual contributor role requiring independent judgment, strong facilitation skills, and the ability to establish accountability and drive results across teams without direct authority. The Consultant translates operational and business needs into thoroughly defined requirements and partners with technical teams to design, implement, measure, and continuously improve ITSM capabilities.
The Contributions You’ll Make:
- Operates and continuallyimprovesassigned ITSM processesto support reliable, consistent, and effective service-management outcomes.
- Defines andmaintainsprocess standards, procedures, controls, roles, and governancein alignment with organizational objectivesand ITSM practices.
- Monitors process execution, adherence, data quality, and control effectivenessand works with service owners and technology teams to address identified gaps.
- Helps define and execute process-transformation initiativesinvolving process maturity, workflow optimization, automation, analytics, and responsible use of artificial intelligence.
- Evaluates current-state processes andidentifiesimprovementsthat simplify work, reduce manual effort, improve consistency, strengthen controls, and improve service outcomes.
- Translates business and operational needs into clear process and functional requirementsand partners with platform, engineering, data, and automation teams through design, implementation, testing, and adoption.
- Defines and improves key performance indicators, operational measures, and reportingused to evaluate process effectiveness, execution, adherence, and business outcomes.
- Analyzes service-management data and performance trendsto identifyprocess gaps, recurring demand, operational risks, and improvement priorities.
- Develops and presents actionable reporting and recommendationsto ITSM leadership, service owners, and other stakeholders.
- Leads cross-functional workshops, process reviews, and improvement effortsand drives decisions, accountability, and completion of agreed actions without direct authority.
- Supports organizational adoption of process and technology changesthrough stakeholder engagement, documentation, communication, training, and measurement.
- Maintains awareness of evolving ITSM practices, platform capabilities, automation approaches, analytics, and AI applicationsrelevant to service-management operations.
- Performs other duties andprojects asassigned.
Minimum Knowledge & Experience:
- Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant professional experience, training, and industry-recognized certifications.
- Generally seven or more years of experience in an ITSM practitioner, process-management, or service-operations role.
- ITIL Service Management Foundation certification or equivalent experience is required.
- Advanced understanding of ITSM principles, practices, process interactions, governance, controls, measurement, and continual improvement.
- Demonstrated experience operating and improving complex ITSM processes in a large or distributed technology environment.
- Strong knowledge of process-improvement methodologies and experience moving processes from documented design to consistent operational execution.
- Experience identifying process inefficiencies and helping define and implement workflow, automation, analytics, or AI-enabled improvements.
- Ability to translate operational challenges and business objectives into complete functional requirements, process flows, user stories, data requirements, controls, and measurable acceptance criteria.
- Working knowledge of enterprise ITSM platforms, preferably ServiceNow, sufficient to partner effectively with developers, platform owners, architects, data teams, and other technical resources.
- Ability to identify appropriate uses of automation and artificial intelligence while accounting for process controls, data quality, human oversight, security, and measurable business value.
- Strong analytical skills with the ability to define performance measures, interpret operational data, identify trends, assess process effectiveness, and recommend specific actions.
- Ability to lead meetings, workshops, investigations, and operational response activities involving technical teams, service owners, vendors, and leadership stakeholders.
- Strong written and verbal communication skills, including the ability to communicate complex technical and process information clearly to technical and nontechnical audiences.
- Demonstrated ability to influence, establish accountability, and drive cross-functional work through completion without direct reporting authority.
- Ability to work independently, manage competing operational and transformation priorities, and exercise sound judgment in complex or high-pressure situations.
Compensation Pay Disclosure:
Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.
The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.
Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.
$100,070 - $157,470 USD
Be Well. Stay Well.
Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.
What We Offer
- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Tuition reimbursement up to $5,250/year
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year
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Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking:Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen:Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Learn more aboutCritical Skills
