Job Summary
The Senior ServiceNow Business Process Consultant combines strategic process consulting with strong business analysis capabilities to lead client engagements from discovery through delivery. The role focuses on optimizing ServiceNow implementations through process alignment, requirements gathering, stakeholder engagement, solution adoption, and business process improvement across applicable ServiceNow modules.
Key Responsibilities
• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise on ServiceNow best practices across ITSM, ITOM, HRSD, CSM, and other modules.
• Create process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to support 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 a key point of contact for the delivery team throughout the project lifecycle.
• Facilitate stakeholder demonstrations and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.
Required Qualifications
• 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 of experience leading client workshops and translating business needs into actionable solutions.
• 1-2 years of experience with Agile methodologies and supporting Scrum teams.
• Excellent communication, facilitation, and documentation skills.
• Active Secret clearance is required.
Certifications
• Junior: CSA and at least one CIS certification.
• Intermediate: CSA and at least one CIS certification.
• Senior: CSA, at least one CIS certification, and CTA.
