ServiceNow PSDS Business Process Consultant

Our client, a global IT company, are hiring an experienced ServiceNow PSDS Business Process Consultant to join their team on a 12-month contract in Washington D.C. The successful candidate will help shape and deliver user-centric digital services aligned with Public Sector Digital Services (PSDS) objectives, while analyzing existing processes, designing future-state solutions, and maximizing ServiceNow’s out-of-the-box capabilities.

Responsibilities

• Lead business process discovery and design workshops with stakeholders across multiple business functions.

• Analyze As-Is processes and design optimized To-Be processes aligned with ServiceNow best practices.

• Translate business requirements into functional requirements, user stories, and clear acceptance criteria.

• Facilitate process mapping using BPMN, Lean, Value Stream Mapping or equivalent methodologies.

• Support ServiceNow implementations across modules including ITSM, CSM, HRSD, IRM and SPM.

• Drive process standardization, automation and continuous improvement initiatives.

• Support Agile ceremonies, including backlog refinement, sprint planning and User Acceptance Testing (UAT).

• Develop high-quality documentation, including BRDs, functional specifications, process maps, user stories and SOPs.

• Engage with operational teams, senior stakeholders and program leadership to drive alignment and informed decision-making.

• Identify process risks, dependencies and opportunities for optimization.

Skillset

• Proven experience as a Business Process Consultant or Senior Business Analyst supporting ServiceNow implementations and digital transformation programs.

• Strong knowledge of ServiceNow platform capabilities, best practices, and implementation methodologies.

• Experience delivering complex digital transformation initiatives within public sector or regulated environments.

• Strong expertise in business process modeling, analysis and continuous improvement.

• Proven ability to gather, document, analyze and validate complex business requirements.

• Experience working in Agile delivery environments, including Scrum, Kanban, or SAFe.

• Excellent communication skills with ability to effectively bridge the gap between business stakeholders and technical delivery teams.

• Working knowledge of ITIL 4 and service management best practices.

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification is a plus.

• Ability to obtain or hold relevant government security clearance may be required.