ServiceNow Business Process Consultant

Role Overview

• Lead structured, interactive workshops with stakeholders across ServiceNow modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, etc.) to gather requirements, define processes, and guide clients through decision-making that aligns with best practices.
• Provide consulting expertise across ServiceNow modules (ITSM, ITOM, ITBM, HRSD, CSM, SecOps). Translate business needs into process-driven solutions that leverage best practices.
• Lead requirements-gathering sessions, conduct gap analysis on existing processes, and recommend forward-looking ServiceNow-enabled solutions.
• Document current-state and future-state processes, create process flows, RACI charts, and governance frameworks to ensure accountability and compliance.
• Act as a trusted advisor, building strong client relationships and fostering collaboration throughout configuration and implementation.
• Conduct Service Management Maturity Assessments and help define roadmaps for improving accountability and service quality.
• Support communication, training, and process documentation to drive end-user adoption and ensure platform success.
• Partner closely with ServiceNow developers, architects, and administrators to validate requirements and ensure technical delivery aligns with business needs.
• Help clients measure and demonstrate value from ServiceNow through KPIs, dashboards, reporting, and continuous improvement initiatives.
• Maintain current knowledge of ServiceNow technologies AND pursue mainline certifications/micro-certifications to stay aligned with evolving platform capabilities.

Requirements

• ServiceNow Process Consulting (5+ years): Proven expertise facilitating workshops, providing advisory services, and leading process-driven ServiceNow implementations.
• Requirements & Gap Analysis (5+ years): Skilled in translating business needs into clear, actionable requirements and user stories that guide ServiceNow delivery.
• Executive Communication & Facilitation: Strong ability to present complex ServiceNow and process concepts in a clear, simple manner to executives, stakeholders, and end users.
• ServiceNow Certified System Administrator (CSA): Required baseline certification to validate platform knowledge.
• Certifications in specific ServiceNow modules (ITSM, ITOM, ITAM, HRSD, SPM, SOM, CSM).

Tech Stack

• ITSM
• ServiceNow

Benefits

• Up to 50% travel may be required
• Must be legally authorized to work in the United States without the need for sponsorship now or in the future
• Commitment to ongoing education and ServiceNow Certifications