Senior Service Management Consultant - ServiceNow SAM

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Senior Service Management Consultant - ServiceNow SAM

Location(s): Chicago, IL
(Remote)

Description
The SAM PRO Business Analyst will assist with design, implementation, and optimization of the ServiceNow SAM PRO module, processes, contributing to key deliverables. The role supports both traditional waterfall and agile methodologies, ensuring robust, traceable, and efficient release and deployment of services.

• Process Design & Implementation:
  • Develop and establish SAM PRO processes with STPs to ensure changes to services are controlled, tested, traceable, authorized, and implemented in a structured manner.
  • Conform MSI operations to agreed policies, processes, and procedures defined in the SMM.
  • Execute releases according to the approved Release Management methodology.
• Methodology & Planning:
  • Define and establish SAM PRO systems and processes supporting both waterfall and agile methodologies.
  • Define roles and responsibilities for STPs and customers to ensure successful deployments.
• Integration & Testing:
  • Integrate MSI PPM System and STP agile project management tools (e.g., Jira) for aggregation of epics, sprints, stories, and status.
  • Provide capabilities for STPs to manage testing, tracking use cases, stories, sprints, defects, and other release concepts.
  • Ensure release and deployment packages can be tracked, installed, tested, verified, uninstalled, or backed out as appropriate.
• Change & Knowledge Management:
  • Manage organizational and stakeholder changes during deployment activities.
  • Record and manage defects, deviations, risks, and issues related to new or changed services.
  • Transfer knowledge and skills to customers, users, operations, and support staff.
• Governance & Metrics:
  • Support planning, execution, and management of testing methods, tools, and procedures.
  • Define release success/failure criteria for each lifecycle point.
  • Establish measurement processes for deployment success/failure, including incident recording post-release.
• ServiceNow SAM PRO Module:
  • Configure integrations between ServiceNow and other enterprise systems as required.
  • Set up dashboards and visualizations in ServiceNow for clear insights into progress, risks, and outcomes.

• Proven experience designing and implementing SAM PRO processes
• Familiarity with both waterfall and agile methodologies.
• Experience integrating project management tools (e.g., Jira) and ServiceNow.
• Strong understanding of ITIL 4 practices and governance frameworks.
• Excellent communication and stakeholder management skills.
• Ability to transfer knowledge and skills to diverse teams.

• Release success rate.
• Number of defects post-release.
• Mean time to deploy (MTTD).
• Change failure rate.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.