Senior ITSM Process & Documentation Consultant – 1099 Contractor

We are seeking hands-on IT Service Management (ITSM) process and documentation consultants who thrive in a dynamic, autonomous environment. Join a global team of over 1400 professionals ready to support you as you help clients optimize their digital infrastructure.

About the role

As an ITSM Process & Documentation Consultant, you will independently transform ambiguous inputs, client working sessions, and existing materials into clear, actionable documentation. You will advise on process design, challenge assumptions, and operate within established strategy, scope, and client constraints.

Responsibilities

• Develop and refine ITSM policies, standards, end-to-end process flows, roles and responsibilities, RACI matrices, and performance metrics.
• Create supporting artifacts such as decision guides, escalation paths, checklists, templates, detailed work instructions, training decks, and job aids.
• Support process design across the ITSM lifecycle, with an immediate focus on Incident Management, Problem Management, and Change Enablement.
• Translate process decisions into clear ServiceNow functional requirements and design considerations, including workflows, roles, fields, SLAs, controls, and reporting needs.
• Participate in client working sessions to gather information, test assumptions, develop content, and incorporate feedback; communicate effectively with both technical and non-technical stakeholders.
• Turn incomplete or evolving direction into well-structured drafts, identify gaps and decisions needed, and make pragmatic recommendations without waiting for perfect inputs.
• Maintain a rapid, iterative production cadence across multiple deliverables while preserving accuracy, consistency, and usability.
• Own drafts, revisions, comment resolution, and version control through completion; partner with the senior project resource, who retains responsibility for final review and approval.
• Write for non-expert audiences, simplifying complex processes and concepts without losing technical accuracy.
• Provide ServiceNow requirements and design input; hands-on configuration is out of scope.

Requirements

• Demonstrated experience designing, improving, and documenting processes across multiple ITSM process areas in consulting or similarly collaborative delivery environments.
• Experience working within or advising an enterprise/client-side IT organization, retained IT function, or service owner in a multi-provider environment. Provider/MSP-side experience alone is insufficient.
• Practical experience with ServiceNow-enabled ITSM processes and the ability to translate process needs into functional requirements and platform design considerations.
• Working knowledge of ITIL v4 or v5 concepts and practices.
• Strong Microsoft PowerPoint and Word skills, including the ability to create polished, client-ready documentation.
• Ability to work independently, productively, and calmly when direction is incomplete, priorities evolve, and deliverables require frequent iteration.
• Strong written and verbal communication skills, including the ability to produce clear materials for non-expert audiences.
• Sound consulting judgment: willing to challenge assumptions and process decisions constructively while respecting established strategy, scope, governance, and client constraints.
• Primarily remote; limited travel may be required.
• Available during normal Eastern/Central US business hours.

Qualifications

• Bachelor of Arts or Science degree in a relatable field.