ITSM Technical Consultant

ITSM Technical Consultant - Resource Responsibilities

1. Technical Configuration & Verification

• Review and document configurations of ServiceNow ITSM modules and workflows to ensure alignment with the Common Service Data Model (CSDM) framework and defined business requirements.
• Validate system integrations between ServiceNow, Active Directory, and Microsoft 3NA (M3NA) to confirm data flow accuracy and integrity.
• Lead and manage configuration and customization of ServiceNow modules, including:
• CMDB (Configuration Management Database)
• Incident Management
• Problem Management
• Major Incident Management
• Change Management
• Request Management

2. Identity and Access Management (IAM/IGA)

• Configure and build Identity Governance and Administration (IGA) solutions at enterprise scale.
• Architect and configure Role-Based Access Control (RBAC).
• Integrate IGA solutions with ServiceNow, Active Directory, and M3NA.

3. Technical Oversight & Auditing

• Perform technical design and configuration reviews to ensure solution integrity and alignment with project standards.
• Conduct audits of submitted deliverables to verify technical and functional compliance.
• Maintain and update a compliance checklist tracking progress against project milestones.

4. Training & Knowledge Transfer

• Develop and deliver a comprehensive training plan and materials customized for the implementation.
• Conduct training sessions to ensure user readiness and understanding of ITSM processes, integrations, and configurations.

5. Operational & Go-Live Readiness

• Prepare and deliver an operational readiness report, including architecture diagrams, design specifications, and post-implementation documentation.
• Complete a go-live readiness checklist verifying all prerequisites for deployment have been met.

6. Reporting & Communication

• Provide weekly project status reports, including progress updates, risks, issues, and action items.
• Participate in deliverable review meetings to present work, gather feedback, and obtain approvals.

Skill Table: Skill

Required Experience (Years)

Candidate Experience (Years)

Notes

Leading and managing ServiceNow projects

2+

IT Service Management (ITSM)

2+

ITIL 4 Framework

2+

ServiceNow CSDM version 4.0 or higher framework

2+

Implementing the CSDM framework

2+

Leading teams to configure and customize ServiceNow modules

2+

CMDB Configuration and Customization

2+

Incident Management Configuration

2+

Problem Management Configuration

2+

Major Incident Management Configuration

2+

Change Management Configuration

2+

Request Management Configuration

2+

Configuring & Building IAM/IGA Solutions at Enterprise Scale

2+

Architecting and Configuring Role-Based Access (RBAC)

2+

Integrating IGA Solutions with ServiceNow, Active Directory, and M365

2+

Microsoft 3NA (M365) Administration and Integration

2+

Microsoft Active Directory

2+

Working knowledge of the State of Missouri's current ticketing system, Cherwell.

2+