ServiceNow Business Process Consultant

As a ServiceNow Business Process Consultant, you are a trusted advisor to our clients' senior stakeholders. You will leverage your deep expertise in business process optimization and the ServiceNow platform to design and guide the implementation of solutions that drive meaningful business transformation. 

You will be a key leader in client communication, responsible for leading discovery workshops, analyzing and documenting business processes, and translating complex requirements into detailed user stories. This role is a blend of high-level business consultation, process leadership, and functional platform expertise. 

Responsibilities

• Lead functional discovery workshops, business process reviews, and working sessions with diverse client stakeholders. 
• Serve as the primary client liaison for business process and functional requirements, building trust and confidence with senior management. 
• Advise clients on process optimization, best practices, and how to leverage the ServiceNow platform to achieve their strategic goals. 
• Lead client demos and "art-of-the-possible" sessions, driving consensus and managing expectations. 
• Guide clients through organizational change, ensuring successful adoption of new processes and technologies. 
• Translate complex business requirements into detailed solution specifications, process-flow diagrams, and comprehensive user stories. 
• Collaborate closely with technical consultants and developers to ensure functional requirements are understood and translated accurately into technical solutions. 
• Serve as the business process and functional SME throughout the project lifecycle. 
• Develop and deliver client-facing collateral, including workshop materials, process guides, and training documentation. 
• Support clients in defining and executing user acceptance testing (UAT). 
• Mentor junior consultants and analysts, contribute to internal best practices, and drive the adoption of new platform features. 
• Participate in the pre-sales cycle as a subject matter expert, assisting with scoping, estimation, and solutioning for new opportunities. 
• Generate differentiated thought leadership (e.g., whitepapers, blogs, webinars) focused on business transformation and process optimization. 
• Identify and communicate new service and product opportunities within client accounts. 
• Contribute to projects and programs that address future concepts, products, and technologies.

 

Qualifications

• 5+ years of experience in a business process consulting, business analyst, or related role. 
• 3+ years of experience working with the ServiceNow platform, with a deep functional understanding of core modules (e.g., ITSM, HRSD, CSM). 
• Demonstrable experience leading business process design workshops to elicit and document client requirements. 
• Expertise in translating stakeholder needs into comprehensive user stories and functional specifications. 
• Proven ability to create high-quality collateral, including process workflows, client presentations, and workshop materials. 
• Exceptional communication, presentation, and facilitation skills, with the ability to influence and consult with senior-level stakeholders. 
• Strong understanding of ITIL and Agile frameworks. 
• Strong interpersonal skills, a customer-centric attitude, and the ability to work with a diverse team. 
• Self-starter with strong project and situational awareness.

Certifications

• Required: ServiceNow Certified System Administrator (CSA). 
• Highly Desired: Certified Implementation Specialist (CIS) in one or more product lines. 
• A significant plus: ITIL Foundation or higher, Agile/Scrum certifications (e.g., CSPO).