Job Title: Senior ITSM Business Architect / Service Management Consultant

Job Type: 8-month Contract

Start Date : September 2026

End Date : March 31, 2027

Location: Remote (Preferred)

Hours: 40 hours/week, Monday–Friday (Core business hours: 7:00 AM – 5:00 PM CST)

Pay Rate: $73/hr T4 OR $90/hr Inc.

Overview

Our client is seeking a Senior ITSM Business Architect / Service Management Consultant to lead the transformation of its IT Service Management (ITSM) Practice and Service Management Program. This senior consultant will independently assess business needs, design and implement ITSM processes, facilitate stakeholder engagement, and drive service management initiatives from strategy through implementation.

Responsibilities

- Design, implement, and optimize ITSM processes including Incident, Change, Problem, Knowledge, Request, CMDB, IT Asset Management (ITAM), and Service Catalog Management.
- Lead workshops, CAB meetings, change reviews, problem reviews, and stakeholder sessions.
- Develop governance models, implementation roadmaps, process documentation, standards, and operational procedures.
- Translate business requirements into ServiceNow-aligned solutions.
- Partner with technical teams,



business stakeholders, and leadership to support ITSM governance and service maturity initiatives.
- Drive organizational change, continuous improvement, and end-to-end implementation of ITSM initiatives.

Qualifications

- 10+ years of experience in ITSM, Business Architecture, Operational Excellence, or Process Improvement.
- 5+ years designing and implementing ITSM processes.
- Solid expertise in Incident, Change, Problem, Major Incident, Knowledge Management, CMDB, and IT Asset Management.
- ITIL Foundation certification (or higher).
- Experience with ServiceNow or comparable ITSM platforms.
- Proven ability to facilitate executive workshops and governance meetings while leading complex initiatives independently.
- Excellent communication, stakeholder management, business process analysis, documentation, and organizational change management skills.

Preferred: ServiceNow Administration Fundamentals (SNAF), ServiceNow Certified System Administrator (CSA), and experience with ServiceNow ITSM, CMDB, ITAM, Service Catalog, reporting, and governance.

📌 Service Management Consultant (Toronto)
🏢 PeopleToGo
📍 Toronto