Service Management Consultant

About this role

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

Get to Know the Opportunity:  

The ITSM Consultant is a senior practitioner responsible for the effective operation, governance, measurement, and continual improvement of assigned enterprise IT Service Management processes. The role works across technology teams, service owners, and business stakeholders to strengthen process execution, improve service reliability, and ensure ITSM practices support organizational objectives. The Consultant applies advanced ITSM and ITIL knowledge to manage complex operational activities, facilitate cross-functional problem solving, analyze service-performance data, and improve process controls and outcomes. The role helps define and execute process-maturity, automation, analytics, and AI-enabled transformation initiatives under the direction of ITSM leadership. This is an individual contributor role requiring independent judgment, strong facilitation skills, and the ability to establish accountability and drive results across teams without direct authority. The Consultant translates operational and business needs into thoroughly defined requirements and partners with technical teams to design, implement, measure, and continuously improve ITSM capabilities.

The Contributions You’ll Make: • Operates and continually   improves   assigned ITSM processes   to support reliable, consistent, and effective service-management outcomes.  

• Defines and   maintains   process standards, procedures, controls, roles, and governance   in alignment with organizational   objectives   and ITSM practices.  

• Monitors process execution, adherence, data quality, and control effectiveness   and works with service owners and technology teams to address identified gaps.  

• Helps define and execute process-transformation initiatives   involving process maturity, workflow optimization, automation, analytics, and responsible use of artificial intelligence.  

• Evaluates current-state processes and   identifies   improvements   that simplify work, reduce manual effort, improve consistency, strengthen controls, and improve service outcomes.  

• Translates business and operational needs into clear process and functional requirements   and partners with platform, engineering, data, and automation teams through design, implementation, testing, and adoption.  

• Defines and improves key performance indicators, operational measures, and reporting   used to evaluate process effectiveness, execution, adherence, and business outcomes.  

• Analyzes service-management data and performance trends   to   identify   process gaps, recurring demand, operational risks, and improvement priorities.  

• Develops and presents actionable reporting and recommendations   to ITSM leadership, service owners, and other stakeholders.  

• Leads cross-functional workshops, process reviews, and improvement efforts   and drives decisions, accountability, and completion of agreed actions without direct authority.  

• Supports organizational adoption of process and technology changes   through stakeholder engagement, documentation, communication, training, and measurement.  

• Maintains awareness of evolving ITSM practices, platform capabilities, automation approaches, analytics, and AI applications   relevant to service-management operations.  

• Performs other duties and   projects as   assigned.  

Minimum Knowledge & Experience: • Bachelor's degree in Information Technology, Computer Science, Business, or a related field, or an equivalent combination of relevant professional experience, training, and industry-recognized certifications. • Generally seven or more years of experience in an ITSM practitioner, process-management, or service-operations role. • ITIL Service Management Foundation certification or equivalent experience is required. • Advanced understanding of ITSM principles, practices, process interactions, governance, controls, measurement, and continual improvement. • Demonstrated experience operating and improving complex ITSM processes in a large or distributed technology environment. • Strong knowledge of process-improvement methodologies and experience moving processes from documented design to consistent operational execution. • Experience identifying process inefficiencies and helping define and implement workflow, automation, analytics, or AI-enabled improvements. • Ability to translate operational challenges and business objectives into complete functional requirements, process flows, user stories, data requirements, controls, and measurable acceptance criteria. • Working knowledge of enterprise ITSM platforms, preferably ServiceNow, sufficient to partner effectively with developers, platform owners, architects, data teams, and other technical resources. • Ability

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