Lead ServiceNow ITSM Consultant

Embark on Your Journey with Crowe:

At Crowe, we prioritize your professional growth and work-life balance, enabling you to make a significant impact as you advance in your career. We celebrate your individuality, prioritize your well-being, and foster your professional development. With over 80 years of delivering exceptional services through innovation, we continuously invest in new technologies, including AI-driven insights, to enhance our service offerings. Join us to be at the forefront of shaping the future of our industry.

Position Overview:

Crowe is on the lookout for a skilled Lead ServiceNow ITSM Consultant to spearhead the implementation of ITIL-aligned digital workflows on the ServiceNow platform. This role will involve designing, configuring, and optimizing ITSM solutions that modernize service delivery for our clients.

Key Responsibilities:

• Design and enhance core ITSM applications including Incident, Problem, Change, Request, Knowledge, Survey, and Service Catalog.
• Create dynamic workflows, automations, and integrations utilizing ServiceNow scripting and Flow Designer.
• Develop advanced assignment rules and maintain on-call schedules.
• Improve user engagement by optimizing the Service Operations Workspace, Employee Service Center, and Mobile experiences.
• Analyze and elevate Service Catalog items, SLAs/OLAs, and CMDB structures to establish robust relationships.
• Implement and apply the principles of the Common Service Data Model (CSDM).
• Translate business needs into scalable, ITIL-based technical solutions within an Agile framework.
• Troubleshoot issues, support testing cycles, and facilitate deployment activities efficiently.
• Lead workshops with clients to gather requirements and educate them on ITSM best practices.
• Work collaboratively with architects and stakeholders to ensure high-quality outcomes consistent with industry standards.
• Create comprehensive technical documentation and contribute to ongoing platform enhancements.

Qualifications:

• A minimum of 3 years of professional experience, with at least 2 years focused on ServiceNow ITSM.
• Proven expertise in configuring and implementing core ITSM modules and workflows.
• Strong communication and documentation skills; consulting experience is a plus.
• Willingness to travel up to 30% for client-related engagements.

Preferred Skills:

• Proficient in JavaScript, with strong experience in ServiceNow scripting and APIs.
• Deep understanding of ITSM processes and ITIL-based workflow design.
• Familiarity with integrations (REST/SOAP), automation, and CMDB fundamentals.
• Adept at solving complex problems and working independently in a fast-paced environment.

Certifications:

• ServiceNow CSA - Required
• ServiceNow CIS-ITSM - Preferred
• CAD, ITIL Foundation - Preferred

Embrace Crowe's core values of Care, Trust, Courage, and Stewardship, which guide our actions and define our integrity.

Application Deadline: 03/06/2026

All hired individuals must verify their identity and eligibility to work in the United States and complete required employment eligibility verification forms. Crowe is not currently providing work authorization sponsorship.

Salary Range: $74,100.00 to $147,800.00 annually, contingent on various factors including skills and experience.

Our Comprehensive Benefits:

At Crowe, your extraordinary experience begins here. Our people are our greatest asset, and we offer a comprehensive benefits package to reflect that.

Your Professional Growth:

You will have the opportunity for career coaching and mentorship in an inclusive culture that expresses value for diversity.

About Crowe:

Crowe is among the largest independent public accounting, consulting, and technology firms in America. Our deep expertise allows us to provide audit services and assist clients in achieving their tax, advisory, and performance service goals. Recognized as a top workplace, Crowe is part of a global network of over 200 independent accounting and advisory firms.

Crowe LLP is an equal opportunity employer dedicated to preventing discrimination or harassment based on any legally protected characteristic.

Crowe does not accept unsolicited applications or referrals from staffing agencies or third-party services. We will assess all qualified applicants, including those with criminal histories, in accordance with local and state fair chance hiring laws.

If you need help navigating our website or completing your application, please visit our Applicant Assistance page.