Remote ITSM Solution Owner

Insight Global is seeking a ServiceNow ITSM Process Partner to support a large healthcare organization’s newly implemented ServiceNow platform. This individual will serve as the functional expert and demand-side representative for the ITSM domain, partnering closely with Service Desk leadership, IT stakeholders, and the ServiceNow Platform team to translate business needs into prioritized requirements, functional designs, and actionable backlog items. Operating within a managed platform model, this person will lead requirements gathering efforts across Incident, Request, Problem, Change, and Knowledge Management processes; facilitate demand intake and triage; and ensure enhancement requests are clearly defined, prioritized, and aligned to business value. The ITSM Process Partner will provide functional architecture recommendations within established platform standards, champion a configuration-over-customization approach, and help maximize value from existing ServiceNow capabilities. Working alongside the Platform Owner, Technical Delivery Manager, Platform Engineers, and business stakeholders, this individual will support solution design, testing, adoption, and process improvement initiatives while maintaining alignment with enterprise governance standards. This role will also collaborate with CMDB/CSDM stakeholders on service definition alignment, communicate roadmap recommendations and process improvements to leadership, and establish a structured knowledge transfer plan to transition domain knowledge to a future ITSM Solution Owner. This is not a development role; platform configuration, coding, and engineering activities remain the responsibility of the ServiceNow engineering team.

5+ years of experience supporting ServiceNow or comparable enterprise service management platforms.

Deep expertise in ITSM processes, including Incident, Request, Problem, Change, and Knowledge Management.

Strong understanding of ITIL v4 principles and service management best practices.

Experience gathering business requirements and translating them into functional designs and user stories.

Proven experience managing or influencing product backlogs, enhancement requests, demand intake, and prioritization activities.

Exceptional stakeholder engagement skills with the ability to work directly with operational and technical teams.

Experience operating within Agile delivery environments and participating in backlog grooming, sprint planning, and related ceremonies.

Strong understanding of ServiceNow out-of-the-box capabilities and platform governance principles. ServiceNow Certified System Administrator (CSA) certification.

Bachelor’s degree or equivalent professional experience.

ServiceNow Certified Implementation Specialist (CIS) - ITSM certification.

Healthcare or healthcare-adjacent industry experience.

Experience supporting enterprise ServiceNow operating models or platform governance initiatives.

Exposure to CMDB/CSDM concepts and service mapping practices.

Experience supporting ServiceNow Strategic Portfolio Management (SPM), HRSD, Workplace Service Delivery (WSD), or related modules.

Previous experience serving as a Product Owner, Functional Consultant, Solution Analyst, Process Owner, or Solution Owner within a ServiceNow environment.

Experience leading change management, user adoption, or platform value realization initiatives.

This is a 6-month contract with possibility to extend or convert, and is fully remote. The hourly rate for this role is $80-82/hr.