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We're looking for a hands-on senior consultant to capture, define and document end-to-end Enterprise Service Management (ESM) processes across People/HR, IT, Finance and Procurement within a Global Business Services environment. Works as an extension of the client team, turning leadership direction into standardised, leadership-ready process documentation and platform-ready inputs for ServiceNow.

KEY RESPONSIBILITIES

• Document current- and future-state ESM processes across functions into consistent, standard artifacts (end-to-end process flows and plain-language narratives).

• Define cross-functional requirements including intake & demand, performance management and governance.

• Define roles and responsibilities (RACI) to support operational enablement and downstream platform teams.

• Produce operational playbooks, reference guides and executi...