ServiceNow - Business Process Consultant / Business Analyst

NTT DATA North America is a global business and technology services provider that helps organizations innovate, optimize, and transform through consulting, digital infrastructure, and application services. The Senior ServiceNow Business Process Consultant / Business Analyst will lead client engagements involving process discovery, requirements gathering, ServiceNow solution alignment, stakeholder collaboration, testing, training, and delivery support.

Responsibilities:

• Lead functional discovery sessions and process workshops to define client-specific business process solutions
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules
• Create dynamic collateral including process workflows, workshop presentations, and training materials
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities
• Develop and maintain end-to-end process flows and gap analyses to support solution design
• Prepare and execute test plans, facilitate UAT, and support go-live activities
• Lead client training sessions and create user-friendly job aids to support platform adoption
• Serve as the "eyes and ears” of the delivery team throughout the project lifecycle
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency
• Collaborate with project leadership to ensure alignment between business goals and technical solutions

Requirements:

• 5+ years of experience in ServiceNow consulting, with hands-on expertise in multiple modules
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement
• Proven ability to lead client workshops and translate business needs into actionable solutions
• Strong understanding of Agile methodologies and experience supporting Scrum teams
• Required ServiceNow Certifications: Junior - CSA and at least 1 CIS-(any), Intermediate - CSA, at least 1 CIS-(any), Senior - CSA, at least 1 CIS-(Any), and CTA
• Excellent communication, facilitation, and documentation skills