Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position suits someone who excels in both strategic process consulting and detailed business analysis, leading client engagements from discovery through delivery, and serving as a trusted advisor helping clients optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.
KEY RESPONSIBILITIES
• 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
• 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 the "eyes and ears" of the delivery team throughout the project lifecycle
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency
REQUIREMENTS / MUST-HAVES
• 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 leading client workshops and translating business needs into actionable solutions
• 1-2 years supporting Scrum teams; strong understanding of Agile methodologies
• Excellent communication, facilitation, and documentation skills
REQUIRED SERVICENOW CERTIFICATIONS (BY LEVEL)
• Junior - CSA and at least 1 CIS (any)
• Intermediate - CSA and at least 1 CIS (any)
• Senior - CSA, at least 1 CIS (any), and CTA
