Req ID: 380242
We are currently seeking a ServiceNow - Business Process Consultant / Business Analyst Intermediate to join our team in Plano, Texas (US-TX), United States (US).
Senior ServiceNow Business Process Consultant
Location: Remote (with occasional travel as needed)
Role Overview:
NTT DATA is seeking a highly motivated and experienced Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position is ideal for someone who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery. The ideal candidate will be a trusted advisor to clients, helping them optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.
Key Responsibilities:
Business Process Consulting
- 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.
Business Analysis
- 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.
Client Engagement & Delivery Support
- 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.
- Collaborate with project leadership to ensure alignment between business goals and technical solutions.
Qualifications:
- 5+ years of experience in ServiceNow consulting, with hands-on expertise in multiple modules.
- 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement.
- Proven ability to lead client workshops and translate business needs into actionable solutions. - 1 to 2 Years
- Strong understanding of Agile methodologies and experience supporting Scrum teams. - 1 to 2 Years
Required ServiceNow Certifications:
• Junior - CSA and at least 1 CIS-(any)
• Intermediate - CSA, at least 1 CIS-(any)
• Senior - CSA, at least 1 CIS-(Any), and CTA
- Excellent communication, facilitation, and documentation skills.
