ServiceNow Process Consultant

Job Summary:

We are seeking a skilled and experienced ServiceNow Process Consultant with expertise in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). The ideal candidate will possess a strong background in ITIL-based processes, and hands-on experience with the ServiceNow platform to drive process optimization, stakeholder engagement, and successful solution delivery. You will play a key role in analyzing business needs, designing scalable ServiceNow processes, and guiding implementation best practices.

Key Responsibilities:

• Act as the subject matter expert (SME) on ITSM, ITOM, and ITAM modules in ServiceNow.

• Conduct workshops and consult with business stakeholders to define current and future state processes.

• Perform gap analysis and recommend solutions based on industry best practices and ITIL framework.

• Design, document, and improve ITIL-aligned processes (Incident, Problem, Change, Request, CMDB, Discovery, Asset Lifecycle, etc.).

• Collaborate with ServiceNow developers and architects to translate process requirements into technical designs. • Support UAT, training, and organizational change management initiatives.

• Ensure platform configurations and customizations meet business needs and compliance standards.

• Develop KPIs, reports, and dashboards to monitor performance and adoption of implemented solutions.

• Stay updated with the latest ServiceNow features, releases, and industry trends.

Required Skills & Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.

• 5+ years of IT consulting or business process consulting experience.

• 3+ years of hands-on experience working with ServiceNow ITSM, ITOM, and/or ITAM modules.

• Strong understanding of ITIL v3/v4 frameworks and related best practices.

• Experience in process design, business analysis, and stakeholder engagement.

• Ability to create process maps, SOPs, and detailed documentation.

• Proficient in using ServiceNow tools such as Flow Designer, Service Catalog, Discovery, CMDB, and Asset Management.

• Strong analytical, problem-solving, and communication skills. Preferred Qualifications:

• ServiceNow Certifications such as o Certified System Administrator (CSA) o Certified Implementation Specialist – ITSM, ITOM, or ITAM o Certified Application Developer (CAD) (optional but desirable)

• ITIL v4 Foundation or higher certifications.

• Knowledge of integration protocols (REST, SOAP), data modeling, and scripting (JavaScript) is a plus.

• Experience in Agile/Scrum project environments. Soft Skills:

• Excellent interpersonal and client-facing communication.

• Strong documentation and presentation skills.

• Proven ability to manage multiple priorities in a fast-paced environment.

• Team player with the ability to work independently.