We are seeking a ServiceNow Business Solutions Consultant to serve as a key bridge between business stakeholders and technical teams. This individual will act as a functional expert on the ServiceNow platform, leading requirements discussions, advising on platform capabilities, and translating business needs into scalable technical solutions.

This is a senior-level, consultative role responsible for driving ITSM process maturity, optimizing workflows, and ensuring alignment between business objectives and ServiceNow functionality. The ideal candidate is a strong communicator who can influence stakeholders, set realistic expectations, and guide teams toward best-practice solutions.

What Success Looks Like in This Role

• Stakeholders view you as a trusted advisor on ServiceNow capabilities and ITSM best practices
• Requirements are clearly defined, actionable, and aligned with technical delivery
• Processes are streamlined, scalable, and aligned with ITIL standards
• Engineering teams receive high-quality specifications that reduce rework and ambiguity
• Business teams adopt solutions that are both effective and sustainable

Key Responsibilities

• Lead stakeholder workshops and requirements sessions to gather, analyze, and refine business needs
• Translate business requirements into user stories, functional specifications, and acceptance criteria
• Serve as a ServiceNow functional expert, advising on platform capabilities, limitations, and best practices
• Partner closely with engineering teams to ensure accurate and efficient solution delivery
• Guide stakeholders toward scalable, standardized solutions while pushing back on unnecessary customizations
• Drive ITIL-aligned process design and improvement across core ITSM workflows (Incident, Problem, Change, Service Catalog)
• Analyze and optimize workflows to improve efficiency, reduce redundancy, and enhance user experience
• Ensure alignment and integration across IT Service Management processes
• Define and support reporting and performance metrics in partnership with ServiceNow reporting teams
• Conduct process assessments to ensure effectiveness, compliance, and continuous improvement
• Support change management and user adoption through training and documentation
• Participate in audits to ensure adherence to organizational policies and standards
• Contribute to enterprise initiatives and technology service projects as needed

Core Competencies

• ServiceNow Functional Expertise: Strong understanding of out-of-the-box capabilities across ITSM modules
• Requirements Translation: Ability to clearly document user stories, workflows, and acceptance criteria
• Stakeholder Engagement: Strong facilitation skills with the ability to influence and manage expectations
• Process Optimization: Experience designing and improving ITIL-based processes
• Platform Advisory: Ability to guide stakeholders on best practices and scalable solutions
• Agile Delivery: Experience working in Agile/Scrum environments and sprint-based delivery models

Required Qualifications

• 5-10 years of experience in Business Analysis, ITSM, or ServiceNow consulting roles
• Proven experience leading requirements gathering sessions and translating business needs into technical solutions
• Strong functional knowledge of the ServiceNow platform, particularly ITSM modules
• Demonstrated experience working within ITIL frameworks and driving process improvements
• Ability to partner effectively with both business stakeholders and technical teams
• Strong communication, facilitation, and problem-solving skills

Preferred Qualifications

• ITIL Foundation certification (advanced certifications a plus)
• Experience supporting ServiceNow implementations or enhancements in enterprise environments
• Familiarity with ServiceNow configuration concepts (no-code/low-code)
• Background in consulting or large-scale transformation initiatives
• Experience working across cross-functional teams in complex organizations

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Compensation Pay Disclosure:

Voya is committed to pay that's fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya offers incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate's geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$117,880 - $147,350 USD

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That's why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

• Health, dental, vision and life insurance plans
• 401(k) Savings plan - with generous company matching contributions (up to 6%)
• Voya Retirement Plan - employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off - including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time - 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more aboutCritical Skills