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+