Pontoon Global Solutions
Senior Business Process Consultant – ITSM, CSM & CMDB
Role: Senior Business Process Consultant – ITSM, CSM & CMDB
Experience: 7+ Years
Location: Offshore
Work Mode: Offshore
Certification: Not Mandatory
Key Responsibilities
Lead process consulting and transformation for ITSM, CSM, and CMDB
Analyze current processes, identify gaps, and recommend ServiceNow-aligned solutions
Design and document To-Be processes, workflows, and governance models
Provide expertise in Incident, Problem, Change, Request, Knowledge, and CSM case management
Define and implement CMDB strategy, CI lifecycle, relationships, and governance
Conduct stakeholder workshops and design sessions
Work with architects and developers to translate requirements into functional designs
Support UAT, process validation, and go-live readiness
Required Skills
7+ years of ITSM / Service Management consulting experience
Strong expertise in ServiceNow ITSM, CSM, and CMDB
Deep understanding of ITIL processes and service lifecycle
Strong CMDB knowledge (CI classes, relationships, discovery, data quality)
Excellent stakeholder management and communication skills
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