Servicenow ITOM (IT Operations Management) Consultant

Rsm It Operations Management Consultant

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, culture and talent experience and our ability to be compelling to our clients. You'll find an environment that inspires and empowers you to thrive both personally and professionally. There's no one like you and that's why there's nowhere like RSM.

Responsibilities

1. Facilitate ITOM-focused discovery workshops to understand client infrastructure, service mapping needs, event management processes, and CMDB maturity
2. Define and communicate a clear ITOM vision and roadmap, aligning ServiceNow capabilities (Discovery, Service Mapping, Event Management, CMDB) with client business and operational objectives
3. Own and manage the ITOM product backlog, prioritizing features such as infrastructure discovery, service mapping, event correlation, and CMDB data quality improvements
4. Collaborate with stakeholders to identify dependencies across ITOM modules (e.g., Discovery → CMDB → Event Management) and drive logical implementation sequencing
5. Act as a strategic advisor to optimize IT operations through automation, visibility, and service health insights
6. Lead sprint planning, backlog refinement, and reviews with a focus on iterative ITOM capability delivery
7. Analyze existing infrastructure and operational processes to identify opportunities for monitoring optimization, event reduction, and improved service visibility
8. Serve as the primary liaison between technical teams and business stakeholders, ensuring alignment on ITOM strategy, architecture, and outcomes
9. Drive stakeholder buy-in for CMDB governance, data models, and operational workflows
10. Ensure delivery of scalable solutions that support cloud, hybrid infrastructure, and modern monitoring ecosystems

Required Qualifications

• 5–7 years of ServiceNow experience, including ServiceNow Administrator Certification
• Hands-on experience implementing and supporting ServiceNow ITOM modules (Discovery, CMDB, Service Mapping, Event Management)
• Experience as a Business Analyst or Systems Analyst supporting ITOM implementations and operational improvements
• 3–5 years of client-facing experience in a consulting or advisory role, with strong stakeholder management skills
• 3+ years working in Agile environments (Scrum, SAFe), preferably delivering ServiceNow or ITOM solutions
• Strong understanding of infrastructure environments (on-prem, cloud, hybrid) and how they relate to ServiceNow ITOM
• Proven experience with CMDB design, data modeling, governance, and data quality management
• Experience with event correlation, monitoring tools integration, and operational intelligence concepts
• Demonstrated ability to perform business and technical requirements analysis, process mapping, and solution design
• Strong knowledge of ITIL/ITSM principles, especially as they relate to IT operations and service visibility

Preferred Qualifications

• ITIL Foundation Certification
• ServiceNow ITOM-specific certifications (e.g., Discovery, Service Mapping, or Event Management)
• Experience integrating ServiceNow with monitoring and observability tools (e.g., SolarWinds, Dynatrace, Splunk, etc.)
• Familiarity with AIOps, event correlation strategies, and operational analytics
• Knowledge of cloud platforms such as AWS, Azure, or GCP in the context of ITOM
• Understanding of DevOps practices and their intersection with IT operations and monitoring
• Experience with frameworks such as COBIT, LeanIT, or enterprise architecture methodologies