DescriptionOVERVIEWiTech AG is seeking a strong ServiceNow Business Process Consultant to support a Public Sector Digital Services (PSDS) opportunity. Because this work will be delivered through ServiceNow, the resource must bring strong platform knowledge, relevant certifications, and proven experience translating public sector service delivery needs into scalable ServiceNow solutions.
The ideal candidate has experience with CRM-style workflows, business process discovery, requirements definition, stakeholder facilitation, process mapping, user story development, and ServiceNow PSDS or CSM implementations. PSDS experience and certification are preferred; CSM experience and certification may be acceptable when paired with strong CRM workflow experience.
ROLES AND RESPONSIBILITIES- Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions
- Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
- Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
- Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization
- Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
- Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
- Other duties as assigned
MINIMUM QUALIFICATIONS- Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations
- Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
- Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience
- Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements
- Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication
EDUCATION AND CERTIFICATIONS- Bachelor's degree or equivalent years of experience
- ServiceNow Certified System Administrator (CSA) preferred
- ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable
PREFERRED QUALIFICATIONS- Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows
- Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
- Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products
SECURITY CLEARANCE- Ability to obtain and maintain a Public Trust
- Pursuant to government contracts, US Citizenship is required
