ServiceNow Business Process Consultant

Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position suits someone who excels in both strategic process consulting and detailed business analysis, leading client engagements from discovery through delivery, and serving as a trusted advisor helping clients optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.

KEY 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

REQUIREMENTS / MUST-HAVES

• 5+ years of experience in ServiceNow consulting, with hands-on expertise across multiple modules

• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement

• 1–2 years leading client workshops and translating business needs into actionable solutions

• 1–2 years supporting Scrum teams; strong understanding of Agile methodologies

• Excellent communication, facilitation, and documentation skills

REQUIRED SERVICENOW CERTIFICATIONS (BY LEVEL)

• Junior — CSA and at least 1 CIS (any)

• Intermediate — CSA and at least 1 CIS (any)

• Senior — CSA, at least 1 CIS (any), and CTA