To provide senior-level expertise in business analysis and process consulting, guiding assigned ServiceNow projects from a business solutions perspective.
Lead business analysis and process consulting for core ITSM capabilities (Incident, Problem, Change, Request, Knowledge, Service Catalog, CMDB).
Facilitate workshops and stakeholder interviews to document current-state processes and define future-state improvements.
Align process design to ITIL principles and ServiceNow leading practices.
Define measurable success criteria (e.g., improved SLA performance, reduced MTTR, improved change success rate, strengthened CMDB maturity).
Support UAT planning and execution, including test case development and issue resolution.

5–7 years of experience with the ServiceNow platform, including business analysis and process improvement in a consulting environment
ServiceNow Certified System Administrator (CSA)
Strong expertise with ServiceNow ITSM
Working knowledge supporting initiatives across ITOM, ITAM, and/or HRSD
Advanced proficiency with process modeling tools (e.g., Microsoft Visio, Lucidchart)
Demonstrated expertise in business analysis, requirements management, and process documentation methodologies
Strong understanding of ITIL® principles and service management best practices
Familiarity with Agile delivery frameworks (Scrum, Kanban, SAFe®)
Excellent presentation and facilitation skills, including engagement with senior stakeholders
Bachelor’s degree in Business, IT, or related field (desired but not required; equivalent experience accepted).

Ongoing personal and professional development opportunities.
Flexible paid time off, plus 12 paid holidays.
Premium healthcare plans — Medical, Dental, Vision — including HSA and FSA options.
Qualified 401(k) program.
Virtual happy hours and team-building events.

Business Solutions Consultant – ServiceNow

Key skills