Senior ServiceNow Business Process Consultant- ITSM

Senior ServiceNow Business Process Consultant

Responsibilities

• Support workshops, interviews, and process mapping sessions to capture as-is and to-be workflows.
• Support documentation of functional and non-functional requirements for ServiceNow implementations.
• Translate business needs into clear, actionable user stories and acceptance criteria.
• Partner with ServiceNow developers, architects, and platform owners to translate requirements into configuration, workflows, and automation.
• Design, configure, and implement core ITSM capabilities including Incident, Problem, Change, Request, and Knowledge.
• Analyze and document existing applications to be transitioned into custom ServiceNow applications.
• Participate in sprint planning, backlog grooming, and UAT cycles within an Agile or hybrid delivery framework.
• Define and execute test cases; coordinate user acceptance testing and issue resolution.
• Support solution design and configuration activities by clarifying requirements, validating prototypes, reviewing workflows, and confirming that ServiceNow ITOM and ITSM solutions align with documented business needs.
• Ensure delivered solutions meet defined requirements and quality standards.
• Contribute to process documentation, training materials, and continuous improvement initiatives.
• Support Agile, Waterfall, and Hybrid development methodologies across diverse client environments.
• Provide project updates, status reports, and documentation for decision-making and governance.
• Conduct training sessions and create user guides as needed.

Requirements

• 5+ years of business analysis experience, with 1+ year focused on ServiceNow implementations.
• Strong experience with ITSM, CSM and one or more additional ServiceNow modules (e.g., HRSD, CSM, SPM, or custom applications).
• Familiarity with ServiceNow data structures, tables, and workflows.
• Experience producing BA deliverables such as business requirements documents, process flows, user stories, acceptance criteria, requirements traceability matrices, UAT test scripts, and stakeholder sign-off documentation.
• Bachelor's degree or better in Information Systems, Business Administration, Computer Science, or related field.
• Project management and/or business process experience in a business context.
• Demonstrated experience in requirements gathering, process design, and user story creation in an Agile environment.
• Familiarity with Agile, Waterfall, and Hybrid development methodologies.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.
• ServiceNow Certified System Administrator