Senior ServiceNow ITSM Consultant

Start Your Career Journey at Crowe:

At Crowe, we believe in building meaningful and rewarding careers. Enjoy real flexibility to balance work with life moments, thrive in a culture that embraces you, and gain access to equitable opportunities for growth and leadership. With over 80 years of history, we pride ourselves on delivering excellent service through innovation across our audit, tax, and consulting groups. Join us at Crowe to shape the future of our industry.

Role Overview:

Crowe is looking for a seasoned Senior ServiceNow ITSM Consultant to play a pivotal role in delivering ITIL-aligned digital workflows on the ServiceNow platform. In this hands-on position, you will design, configure, and enhance ITSM solutions that empower our clients to modernize their service delivery operations.

Key Responsibilities:

• Configure and enhance core ITSM applications, including Incident, Problem, Change, Request, Knowledge, Survey, and Service Catalog.
• Develop workflows, automations, and integrations using ServiceNow scripting and Flow Designer.
• Create and configure advanced assignment rules and on-call schedules.
• Optimize the Service Operations Workspace, Employee Service Center, and Mobile experience.
• Develop and refine Service Catalog items, SLAs/OLAs, and CMDB structures.
• Implement the Common Service Data Model (CSDM) effectively.
• Translate business requirements into scalable, ITIL-based technical solutions using the Agile framework.
• Troubleshoot issues, support testing cycles, and participate in deployment activities.
• Lead workshops with clients, gather requirements, and provide insights on best practices for ITSM.
• Collaborate with architects and client stakeholders to maintain quality and alignment with industry best practices.
• Generate clear technical documentation and foster continuous improvements for the platform.

Required Qualifications:

• 3+ years of professional experience, including a minimum of 2 years of hands-on experience with ServiceNow ITSM.
• Demonstrated ability to configure and implement core ITSM modules and workflows.
• Strong communication and documentation skills; previous consulting experience is a plus.
• Willingness to travel up to 30% for client engagements.

Desired Skills:

• Proficient in JavaScript and knowledgeable in ServiceNow scripting methods and APIs.
• Expertise in ITSM processes and ITIL-based workflow design.
• Experience with integrations (REST/SOAP), automation, and CMDB fundamentals.
• Strong problem-solving skills with the ability to work independently in a fast-paced environment.

Certifications:

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

We expect our candidates to embody Crowe's core values of Care, Trust, Courage, and Stewardship. These principles reflect who we are, and we hold all our team members to act ethically and with integrity.

Application Deadline: 04/30/2026

In compliance with federal law, all hired candidates will need to verify their identity and eligibility to work in the United States. Crowe is not currently sponsoring work authorization.

The salary range for this role is $74,100.00 - $147,800.00 per year, based on a variety of considerations including skill sets, experience, and other business needs.

Our Commitment to You:

At Crowe, we recognize that our exceptional employees enhance our firm. We provide a comprehensive total rewards package and foster an inclusive culture that values diversity.

For individuals requiring accommodations or assistance in the application process, please refer to our Applicant Assistance and Accommodations page for more information.