ServiceNow Business Process Consultant

Job Summary

We are seeking an experienced Senior ServiceNow Business Process Consultant with strong Business Analyst capabilities to support strategic process consulting and detailed business analysis. This role will lead engagements from discovery through delivery and help organizations optimize their ServiceNow implementations through process alignment, requirements gathering, stakeholder engagement, and solution adoption. This is a remote position with occasional travel as needed.

Key Responsibilities

• Lead functional discovery sessions and process workshops to define business process solutions.

• Advise stakeholders on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other relevant 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 training sessions and create user-friendly job aids to support platform adoption.

Required Qualifications

• Experience in ServiceNow business process consulting and business analysis.

• Strong experience facilitating functional discovery sessions, process workshops, and requirements-gathering activities.

• Experience documenting business requirements, user stories, business cases, process flows, and gap analyses.

• Strong understanding of ServiceNow capabilities and business process alignment.

• Experience supporting testing, UAT, go-live activities, and user adoption.

• Strong written and verbal communication skills with the ability to engage stakeholders and facilitate workshops effectively.

Preferred Qualifications

• Experience working with ServiceNow modules including ITSM, ITOM, HRSD, CSM, and other ServiceNow capabilities.

• Experience developing process workflows, training materials, presentations, and job aids.

• Experience partnering with IT leaders and process owners on organizational readiness and solution adoption.