Senior Business Process Consultant, IT Service Management Workflow

The Role

The Sr. Business Process Consultant (ITSM) IT Service Management Workflow is the functional and process expert of a customer engagement team consulting with customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow SPM products all with the goal of accelerating and driving customer business outcomes.

What Youll Do in This Role

As a ServiceNow ITSM Process Consultant you will act as the process expert guiding customers in designing implementing and optimizing IT Service Management (ITSM) workflows using ServiceNow best this role you will:

• Serve as the process expert for ITSM workflows leveraging ServiceNow products with a focus on configuration over customization .
• Drive ITSM process definition re-engineering improvement and gap analysis during workshops with key sponsors and stakeholders.
• Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.
• Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials and collateral.
• Guide customers in completing documentation such as business requirement workbooks.
• Translate business needs into functional user stories with acceptance criteria testing strategies and knowledge transfer plans.
• Advocate for the customers needs throughout the engagement.
• Support internal solution testing with technical resources and guide customer unit and user acceptance testing.
• Prepare customer-facing deliverables with a strong process focus.
• Act as a lead contributor within engagement project teams to deliver successful outcomes.
• Manage multiple complex projects and initiatives simultaneously.
• Promote continuous improvement practices in delivery and engagement materials.
• Support sales activities when required.
• Mentor and train ServiceNow colleagues and partners upon request.
• Travel up to 50% annually based on customer and internal needs.

Qualifications :

Qualifications

To be successful in this role you will bring:

• Experience integrating AI into work processes (e.g. AI-powered tools workflow automation or decision support).
• 5 years of consulting experience for complex global organizations.
• 5 years of ITSM implementation experience as an implementer.
• Familiarity with ITSM frameworks such as ITIL or IT4IT .
• Proven ability to lead customer-facing projects and deliver complex technical solutions.
• A strong problem-solving mindset customer success orientation and ability to deliver business value.
• Experience with cloud computing digital transformation and modern IT architectures (preferred).
• Understanding of software development lifecycle (SDLC) and IT operations (preferred).
• Strong facilitation skills: able to lead workshops convert business requirements into configuration requirements and author user stories for Agile development.
• Excellent written and verbal communication including presentation skills (Visio Word PowerPoint).
• Ability to analyze and recommend ITSM strategies aligned with business priorities.
• Strong interpersonal skills with a customer-centric and culturally aware approach.
• A proven team player and collaborator.
• Travel up to 50% annually based on customer and internal needs.

Preferred Certifications

• ServiceNow Administrator
• ITIL v4

FD21

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time