RGP is currently seeking a Principal Business Process Consultant for ITSM / ITOM to join our fast-growing ServiceNow Practice team. This role is responsible for the successful delivery of ServiceNow solutions and services in a client consulting environment.
Business Process Consultants work with a wide range of organizations to help them operate more efficiently and gain greater value from the ServiceNow platform. As a Principal Business Process Consultant for ITSM / ITOM, you are essential in designing and deploying best-practice process solutions that support the strategic goals of our customers.
In this role, you will lead process discovery, re-engineering, improvement, and analysis sessions to identify solutions that are repeatable, efficient, and accelerate value through proven best practices. You will document, prioritize, and support delivery of solutions that enable customers to manage work more effectively and achieve project outcomes.
This role also plays a key part in helping clients establish and operationalize a Common Service Data Model (CSDM) aligned foundation, ensuring ITSM and ITOM processes are grounded in consistent service definitions, ownership models, and CMDB governance practices.
Base Pay Range: $145,000 - $175,000
Other Compensation: Incentive Compensation
*As part of our hiring process, individuals who are selected for employment will be required to complete a visual identity verification as part of initial screening along with standard identity verification process, such as I-9 submission, as part of the onboarding process.*
What You Will Work On
- Prepare and lead process discovery and requirements workshops with customer sponsors and key stakeholders.
- Document, communicate, and validate business, functional, and process requirements throughout the engagement lifecycle.
- Lead CSDM-aligned discovery workshops to define services, service offerings, application services, and supporting technical services in alignment with ITSM and ITOM use cases.
- Partner closely with technical consultants and solution architects to ensure process designs align with CSDM structures, service hierarchy, and CMDB best practices.
- Advise customers on CSDM adoption strategy, including scope selection, sequencing, and maturity progression.
- Ensure incident, request, change, problem, and operational visibility processes are mapped to consistent service definitions and ownership models.
- Identify areas of process and data model improvement and recommend solutions that improve efficiency, platform sustainability, and long-term adoption, particularly across ITSM workflows, ITOM visibility, and CMDB alignment.
- Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures rather than ad-hoc or tool-specific models.
- Provide guidance on ServiceNow tools, features, and capabilities that deliver incremental value.
- Ensure all process-related deliverables are complete, consistent, high quality, on time, and outcome-focused.
- Design and deliver tailored ServiceNow solution demonstrations aligned to customer objectives, including value-based metrics.
- Collaborate across the practice to support continuous improvement of delivery methods, best practices, collateral, and team development.
- Maintain deep expertise in ServiceNow products, platform capabilities, industry best practices, and emerging features.
- Manage and balance multiple complex projects or initiatives concurrently.
What You Will Bring
- 8+ years of experience in ITSM and/or ITOM process consulting and implementation.
- Bachelor's degree or equivalent practical experience (5-10 years).
- 8+ years of experience working with the ServiceNow platform on current releases.
- 3+ years of experience in management consulting, process design, or product management.
- Experience participating in or leading CSDM-aligned ServiceNow implementations, including service definition, ownership modeling, and CMDB alignment to ITSM and/or ITOM use cases.
- Strong understanding of how service models enable ITSM outcomes, such as incident routing, change impact analysis, operational visibility, and executive reporting.
- Ability to translate CSDM concepts into business-friendly language for process owners, service owners, and executive stakeholders.
- Excellent written and verbal communication skills with strong facilitation and presentation capabilities.
- Exceptional documentation skills, including process models, business requirements, agile user stories, and process guides.
- Strong customer-centric mindset with experience advising executives and leading complex initiatives.
Consulting Skills
- Proven team player and team builder
- Ability to adapt quickly in a fast-paced, changing environment
- Strong desire to expand enterprise IT knowledge and be mentored by senior consultants
- Demonstrated ability to influence and consult by presenting options with risks, pros, and cons
- Ability to guide clients through service ownership, accountability, and data stewardship decisions
- Strong interpersonal skills with the ability to work across cultures
- Excellent written and verbal communication skills
- Strong attention to detail and creative problem-solving skills
- Ability to interpret business needs and recommend appropriate process and platform solutions
- Proven record of managing successful client relationships
Certifications (Preferred):
- ITIL v4 certification
- Certified ServiceNow Administrator (CSA)
- CIS - ITSM and/or CIS - ITOM
- CIS - DISCO, CIS-SM
- MC CMDB HEALTH, MC CONFIGURE THE CMDB
- Familiarity with ServiceNow CSDM 5 framework
- Now Create guidance experience
What You Can Expect
- An inspirational place for you to do your best work, be engaged in meaningful ways, and continually develop the skills, competencies and qualities that set our team apart.
- Compensation commensurate with your qualifications, experience, and other factors, including geographic location, market and operational factors.
- Total Rewards based on eligibility include: Medical, Dental, Vision, Life Insurance, Disability Insurance, 401(k) Savings Plan, Employee Stock Purchase Plan, Professional Development Program, Paid Time Off, Paid Holidays and Paid Sick Time (in geographies where legally required).
