Job Summary

\n

The ITSM Process Consultant plays a critical role in the operation and continuous improvement of IT Service Management (ITSM) processes within the Information Services Department of BSWH.  As a key member of the ITSM Team, this role supports the implementation, enforcement, and optimization of ITIL v4-based practices using ServiceNow as the primary platform.  This position is responsible for driving process adherence, supporting cross-functional ITSM initiatives, and collaborating with stakeholders to identify and mitigate risks while improving the efficiency and effectiveness of IT service delivery and support.

\n

 

\n

Essential Functions of the Role

\n

ITSM Process Management

\n\nEnsure day-to-day adherence to ITIL v4-aligned ITSM processes, as assigned\nPromote process consistency and accountability across internal teams and service providers\nMonitor and analyze ServiceNow data to identify trends, gaps, and opportunities for improvement in ITSM practices\n\n

ServiceNow Platform Engagement

\n\nUse ServiceNow to track and manage ITSM processes, metrics, and service requests\nProvide input on platform enhancements and automation opportunities that support ITSM outcomes\nCollaborate with ServiceNow administrators and developers to support ITSM module configuration and usability\n\n

Cross-Team Collaboration

\n\nFacilitate cross-functional meetings and workshops to drive ITSM initiatives, ensuring alignment across support towers and stakeholders\nSupport rollout of new or revised ITSM processes and practices, including training, documentation, and change adoption\n\n

Continuous Improvement & Governance

\n\nEvaluate the effectiveness of ITSM processes and identify risks, inefficiencies, and bottlenecks\nRecommend and support implementation of improvements aligned with ITIL v4 and ServiceNow best practices\nMaintain process documentation, knowledge articles, and governance records to ensure accessibility\n\n

\n

About Us

\n

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

\n

Our Core Values are:

\n\nWe serve faithfully by doing what's right with a joyful heart.\nWe never settle by constantly striving for better.\nWe are in it together by supporting one another and those we serve.\nWe make an impact by taking initiative and delivering exceptional experience.\n\n

Benefits

\n

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

\n\nEligibility on day 1 for all benefits\nDollar-for-dollar 401(k) match, up to 5%\nDebt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more\nImmediate access to time off benefits\n\n

At Baylor Scott & White Health, your well-being is our top priority.

\n

Note: Benefits may vary based on position type and/or level

\n

Belonging Statement

\n

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

\n\nEDUCATION -  Bachelor’s degree in Information Technology, Business, Healthcare Administration, or a related field, and/or equivalent experience\nEXPERIENCE - \n\n1-3 years of experience in IT service management, service reporting, or related responsibilities\nExperience with ServiceNow\n\n\n