Senior ITSM Business Architect / Service Management Consultant

Job Description

Senior ITSM Business Architect / Service Management Consultant:
On behalf of our Telco client, Procom is searching for a Senior ITSM Business Architect / Service Management Consultant for a 7-month role. This position is a hybrid position with 2 days onsite at our client’s Winnipeg office.

Senior ITSM Business Architect / Service Management Consultant - Job Description:
The project involves supporting the evolution and transformation of the ITSM Practice and Service Management Program. The candidate will engage in process design, governance, facilitation, stakeholder engagement, and implementation activities to enhance the ITSM landscape.

Senior ITSM Business Architect / Service Management Consultant - Responsibilities:
• Design, implement, and improve ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.
• Facilitate CAB, Change Reviews, Problem Reviews, Knowledge Reviews, workshops, and stakeholder sessions.
• Develop end-to-end recommendations including governance, risks, impacts, implementation approach, and execution plans.
• Create practical process documentation, procedures, standards, work instructions, and governance models.
• Translate business requirements into ServiceNow-aligned processes and solutions.
• Partner with stakeholders, technical teams, and leadership to drive decisions and outcomes.
• Support ITSM governance, service management maturity, CMDB governance, and Asset Management practices.

Senior ITSM Business Architect / Service Management Consultant - Mandatory Skills:
• 10+ years of experience in ITSM, Business Architecture, Operational Excellence, Process Improvement, or related discipline(s).
• 5+ years of experience designing and implementing ITSM processes.
• ITIL Foundation certification or higher.
• Experience with ServiceNow, or similar ITSM platforms.
• Exceptional written and verbal communication skills.
• Strong facilitation, stakeholder management, and influencing abilities.
• Ability to operate with minimal direction and proactively identify solutions.

Senior ITSM Business Architect / Service Management Consultant – Nice-to-Have Skills:
• ServiceNow Administration Fundamentals (SNAF).
• ServiceNow Certified System Administrator (CSA).
• Experience with ServiceNow ITSM, CMDB, ITAM, Service Catalog, Reporting, and Governance.
• Experience developing operational processes, governance models, and business procedures.
• Strong organizational skills, accountability, and follow-through.

Senior ITSM Business Architect / Service Management Consultant – Assignment Length:
This is a contract position from early September 2026 to March 31, 2027.

Senior ITSM Business Architect / Service Management Consultant - Start Date:
ASAP.

Senior ITSM Business Architect / Service Management Consultant - Assignment Location:
Winnipeg, Manitoba, Canada. The position is remote with the possibility of a hybrid arrangement if the candidate is located in Winnipeg.