Senior Consultant – ServiceNow Business Process Re-Engineering

Role Overview

• Support the National Science Foundation’s (NSF) Regional Convergence Accelerator Program (RCAP) modernization initiatives on the ServiceNow platform.
• Define, implement, and maintain business processes and procedures that align with NSF grants management objectives and the RCAP system’s evolving scope.
• Work closely with NSF stakeholders, program leads, and the project team to identify process improvement opportunities and translate business needs into functional requirements.
• Ensure solutions adhere to enterprise architecture principles, governance standards, and ServiceNow best practices.
• Define, document, and optimize business processes to align ServiceNow Public Sector Digital Services, Grants Management, and Customer Service Management capabilities with SF Technology Innovation Partnerships, Tech Accelerator Program (TIP/TAP) objectives.
• Facilitate and lead requirements gathering sessions for new TIP/TAP features such as Community Content, Event Registration, Idea/Demand Management, system consolidation, and Post Award Management.
• Analyze current workflows, identify inefficiencies, and recommend solutions leveraging ServiceNow out-of-the-box (OOTB) functionality to minimize technical debt and promote sustainable modernization.
• Ensure all process designs and refinements comply with NSF OCIO Change Management and IT Governance processes.
• Partner with developers, architects, and process owners to integrate new and existing business processes across TIP/TAP and related grants programs.
• Support business process engineering for system capabilities including Virtual Agent, AI-driven reviewer/panel matching, automated document redaction, and integration with NSF’s IT Service Desk.
• Use process measurement tools and change management methodologies to track adoption, evaluate results, and drive continuous improvement.
• Evaluate current and proposed processes for compliance, scalability, and alignment with NSF’s strategic goals.
• Provide process documentation, technical guidance, and knowledge articles to facilitate user adoption and operational continuity.
• Support data migration and transformation activities to ensure process continuity when consolidating legacy grants systems into ServiceNow’s Grants Management platform.

Requirements

• US Citizenship.
• Ability to pass a background investigation and obtain and maintain a Public Trust security clearance.
• Bachelor’s degree in business administration, information systems, or related field (or equivalent experience).
• Minimum of five (5) years of experience in process engineering, business analysis, or systems implementation.
• Experience supporting ServiceNow-based solutions in a multi-stakeholder environment.
• Proven experience in business process analysis, design, and re-engineering in large-scale IT or grants management environments.
• Strong understanding of ServiceNow platform capabilities, including Grants Management, Innovation/Demand Management, ServiceNow Workspaces & Lists, CSM, Reporting & Dashboard definition, and ServiceNow Playbooks.
• Ability to translate complex business requirements into functional process designs that leverage OOTB capabilities.
• Proficiency in process modeling tools and diagramming tools.
• Understanding of change management principles and governance processes.
• Data analysis capabilities and understanding of data modeling for data analysis and translating business requirements into systems design and acceptance criteria.
• Strong communication skills with the ability to engage technical and non-technical stakeholders.
• Strong technical writing skills and process documentation skills.
• Ability to manage multiple assignments across workstreams.
• Ability to define Acceptance Criteria.
• Experience working in a SCRUM environment with two-week sprint cycles.
• Ability to support meeting mission critical deadlines.

Tech Stack

• ServiceNow

Benefits

• paid healthcare
• 401k matching