Inventive Search is a leading talent solutions provider specializing in IT, digital transformation, and enterprise solutions recruitment. We partner with top-tier clients across Europe to deliver expert talent for high-impact projects. Our expertise lies in sourcing specialist IT professionals, ensuring businesses have the right people to drive their initiatives forward.We are currently hiring for a ITSM Process Consultant for one of our clients, based in Barcelona, Spain. This role is ideal for an experienced ServiceNow professional looking to work on-site in a dynamic and fast-paced environment.Position DetailsRole: ITSM Process ConsultantLocation: Barcelona (Hybrid – 3 days onsite per week)Contract Type: Contract/FreelanceKey RequirementsSeveral years of experience with ServiceNowStrong expertise in ITSM processes, including Incident, Service Request, Problem, and Change ManagementFluent in English and SpanishAbility to work onsite 3 days per week at the client's Barcelona officeKey ResponsibilitiesIncident Management:Oversee the end-to-end incident management process to ensure timely resolutionDevelop and maintain incident management policies, procedures, and standardsMonitor and report on incident trends and performance metricsCoordinate with IT teams for effective resolution and communicationService Request Management:Manage the service request lifecycle, ensuring requests are fulfilled within agreed SLAsDefine and implement service request workflowsWork with service owners to enhance service deliveryTrack and analyze service request data to identify improvement opportunitiesProblem Management:Lead problem management efforts to identify, analyze, and eliminate root causes of incidentsConduct root cause analysis and work with IT teams to implement permanent fixesMaintain a problem management database, documenting known errors and workaroundsChange Management:Oversee change management processes to ensure smooth implementation with minimal disruptionDevelop and maintain change management policies, procedures, and standardsChair Change Advisory Board (CAB) meetings and ensure clear communication of changesMonitor and report on change management metrics and performance