Position Details
Itsm Technical Consultant Apply
- 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
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- 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.
- 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.
- 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.
- 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.
- 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 | Required Experience (Years) | Candidate Experience (Years) | Notes |
| Leading and managing ServiceNow projects | 2+ |
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| IT Service Management (ITSM) | 2+ |
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| ITIL 4 Framework | 2+ |
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| ServiceNow CSDM version 4.0 or higher framework | 2+ |
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| Implementing the CSDM framework | 2+ |
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| Leading teams to configure and customize ServiceNow modules | 2+ |
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| CMDB Configuration and Customization | 2+ |
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| Incident Management Configuration | 2+ |
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| Problem Management Configuration | 2+ |
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| Major Incident Management Configuration | 2+ |
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| Change Management Configuration | 2+ |
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| Request Management Configuration | 2+ |
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| Configuring & Building IAM/IGA Solutions at Enterprise Scale | 2+ |
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| Architecting and Configuring Role-Based Access (RBAC) | 2+ |
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| Integrating IGA Solutions with ServiceNow, Active Directory, and M365 | 2+ |
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| Microsoft 3NA (M365) Administration and Integration | 2+ |
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| Microsoft Active Directory | 2+ |
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| Working knowledge of the State of Missouri's current ticketing system, Cherwell. | 2+ |
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