ServiceNow Business Process Consultant

The ServiceNow ITSM Business Process Consultant is a senior key member of the ServiceNow delivery team. They are responsible for designing and deploying best-practices process solutions that help achieve our client’s strategic goals. You will lead current-state ITSM process discovery, re‑engineering workshops, and analysis sessions to identify and develop solutions that impact the organization’s ability to operate with greater efficiency and effectiveness.

How will you make an impact?

• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Liaise with ITSM Process Owners to educate them on functional capabilities, how to drive operational excellence, and value realization of the ServiceNow platform.
• Drive process definition, re‑engineering, improvement, and gap analysis of current/to‑be processes with ITSM product owner(s), process owners, and other key stakeholders.
• Serve as subject matter expert for Incident, Problem, and Change process areas.
• Engage with cross‑functional teams to design and implement ServiceNow processes.
• Lead requirements workshops including stakeholder interviews, gathering business needs, and analysis of existing use cases.
• Analyze, document, and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
• Manage translation of business requirements and communication of functional requirements to the development team, ensuring best practices and processes are followed.
• Collaborate with the project manager to develop responses to stakeholder requests for scope change, exceptions, and contingency requests. Provide input for scoping and estimation activities related to RFPs and SOWs.
• Lead a team of functional analysts, providing day‑to‑day direction, mentorship, coaching, and career direction.
• Promote continuous process improvement practices through process best practices, metrics/KPIs, dashboards, and role accountabilities.

Job Requirements

• Bachelor’s or Master’s degree in business, information systems, business administration, computer science or equivalent. May substitute the equivalent of a combination of education, technical certifications, training, and/or work experience.
• 5+ years’ experience in Data Analysis, Business Analysis, Business administration or finance.
• 4+ years experience in ITSM process design, or product management consulting.
• 2+ years working with the ServiceNow platform on current releases.
• Excellent verbal and written English communication skills with emphasis on customer service and workshop facilitation and presentations of varying content depending on the audience.
• Exceptional skills documenting process design, business requirements, user stories, process guides, and project collateral.
• Strong interpersonal skills with a strong customer‑centric mindset.
• Experience leading/executing complex strategic and operational initiatives at large organizations.
• Experience partnering with and advising executives.
• Experience with troubleshooting problems, handling challenging situations, and conflict resolution.
• ITIL V3 or ITIL 4 Foundations Certification.
• Certified Business Analysis Professional (CBAP) certification is an asset.
• ServiceNow CSA (Certified System Administrator) and CIS‑ITSM Pro are an asset.

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