Business Process Consultant

About the position We are looking for a Business Process Consultant (ITSM) to join our IT Services team in Kansas City! This is a great opportunity for someone early in their IT Service Management career who wants to grow their skills in service quality, governance, and continuous improvement. In this role, you'll support ITSM processes, assist with service performance analysis, and partner with teams to help improve overall service reliability and customer experience. About You — experience, education, skills, and accomplishments 2+ years of experience in IT Service Management, IT operations, business process analysis, or related roles. Familiarity with ITSM processes such as Incident, Problem, or Change Management. 2+ years of experience supporting or using ServiceNow or another ITSM platform (user‑level or basic configuration exposure). Bachelor’s degree in Information Technology, Business Administration, or related field It would be great if you also had... Ability to interpret KPIs or operational data to identify trends or improvement opportunities. ITIL Foundation certification or working knowledge of ITIL practices. Exposure to continuous improvement, Lean, or Agile methodologies. Experience contributing to process documentation, workflows, or governance. Understanding of risk, compliance, or IT controls. Interest in automation and service efficiency initiatives. What will you be doing in this role? Support ongoing service assurance and continuous improvement efforts within core ITSM processes. Assist in monitoring and analyzing service performance metrics to identify areas for improvement. Participate in small process improvement initiatives across Incident, Problem, or Change management. Assist in maintaining ITSM governance standards, documentation, and workflows. Collaborate with cross‑functional teams to improve service reliability and user experience. Support root‑cause analysis efforts and help track corrective actions. Contribute to automation and efficiency efforts within IT service delivery. Help ensure adherence to SLAs, OLAs, and ITSM best practices. About the Team You will join the IT Services organization that supports enterprise‑wide processes and shared services. You'll work closely with Incident Management, Problem Management, and the ServiceNow platform teams. This role offers opportunities to learn enterprise ITSM governance, gain hands‑on experience, and contribute to service improvements that benefit internal customers across the company. Hours of Work Full-time permanent position primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed Hybrid schedule working 2–3 days/week on site. Must reside within a commutable distance of the Kansas City or Philadelphia offices. At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations. Clarivate is a global leader in trusted and transformative intelligence. We bring together enriched data, insights, analytics and workflow solutions, grounded in deep domain expertise across the spectrum of knowledge, research and innovation. Whether it’s providing insights to transform the water industry or accelerating the delivery of a critical vaccine, our aim is to fuel the world’s greatest breakthroughs by harnessing the power of human ingenuity. For more information, please visit clarivate.com

Responsibilities

• Support ongoing service assurance and continuous improvement efforts within core ITSM processes.
• Assist in monitoring and analyzing service performance metrics to identify areas for improvement.
• Participate in small process improvement initiatives across Incident, Problem, or Change management.
• Assist in maintaining ITSM governance standards, documentation, and workflows.
• Collaborate with cross‑functional teams to improve service reliability and user experience.
• Support root‑cause analysis efforts and help track corrective actions.
• Contribute to automation and efficiency efforts within IT service delivery.
• Help ensure adherence to SLAs, OLAs, and ITSM best practices.

Requirements

• 2+ years of experience in IT Service Management, IT operations, business process analysis, or related roles.
• Familiarity with ITSM processes such as Incident, Problem, or Change Management.
• 2+ years of experience supporting or using ServiceNow or another ITSM platform (user‑level or basic configuration exposure).
• Bachelor’s degree in Information Technology, Business Administration, or related field

Nice-to-haves

• Ability to interpret KPIs or operational data to identify trends or improvement opportunities.
• ITIL Foundation certification or working knowledge of ITIL practices.
• Exposure to continuous improvement, Lean, or Agile methodologies.
• Experience contributing to process documentation, workflows, or governance.
• Understanding of risk, compliance, or IT controls.
• Interest in automation and service efficiency initiatives.

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