ESM Architect - IT
Chicago, Illinois, United States of America
Contract
3 weeks ago
Key skills
AIServiceNow
About this role
- Role Purpose: Serve as the design authority for all IT-related service management processes, ensuring legacy IT habits are transformed into ServiceNow Out-of-the-Box (OOTB) standard workflows.
- Key Responsibilities:
- Lead Fit-to-Standard workshops for IT Service Management (Incident, Problem, Change, Request, Workflows and Knowledge).
- Act as the bridge between IT process owners and downstream technical developers, preventing unnecessary platform customizations.
- Ensure IT process design inherently supports clean data capture for CMDB and future AI/automation readiness.
- Required Profile: Deep expertise in ITIL V4 and ServiceNow ITSM. Must be highly persuasive in challenging legacy IT processes and driving adoption of industry-standard workflows.