ServiceNow Business Process Consultant

Job Description

ServiceNow Business Process Consultant

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Location: Remote (United States)

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Job Type: Long-Term Contract

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Preferred visa status: Visa Independents

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Client Type: Large Global Service-Based Enterprise

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Position Overview

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We are seeking an experienced and analytical ServiceNow Business Process Consultant to join a large-scale enterprise transformation initiative. In this role, you will act as a key liaison between business stakeholders and technical development teams, bridging the gap between business requirements and ServiceNow platform capabilities. You will lead workshops, map end-to-end processes, and drive best-practice adoption across the ServiceNow ecosystem.

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Key Responsibilities

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• Process Discovery & Workshops: Lead requirements-gathering workshops with enterprise stakeholders to analyze, define, and document current-state (As-Is) and future-state (To-Be) business processes.
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• ServiceNow Alignment: Map business workflows to out-of-the-box (OOTB) ServiceNow modules (ITSM, ITOM, CSM, HRSD, etc.) to minimize customization and maximize platform efficiency.
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• Requirements Management: Translate business needs into clear, concise epics, user stories, and functional specifications for technical and development teams.
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• Gap Analysis: Identify process gaps, bottlenecks, and optimization opportunities, proposing structured solutions aligned with ITIL and industry best practices.
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• Change Management Support: Collaborate with organizational change management teams to ensure smooth user adoption, stakeholder alignment, and comprehensive documentation.
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• Testing & Validation: Partner with QA teams to define test scenarios, review test cases, and participate in User Acceptance Testing (UAT).
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Required Qualifications & Skills

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• Experience: 6+ years of total IT experience with a minimum of 4+ years specializing in ServiceNow business analysis, process consulting, or platform implementation.
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• Domain Expertise: Deep understanding of ITIL frameworks and core ServiceNow modules (ITSM is mandatory; ITOM, CSM, or HRSD experience is a strong plus).
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• Consulting Skills: Exceptional stakeholder management, facilitation, and communication skills with the ability to lead workshops across distributed enterprise teams.
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• Technical Literacy: Strong grasp of the ServiceNow data model, workflow engine, reporting capabilities, and Agile/Scrum delivery methodologies.
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• Certifications: Certified ServiceNow System Administrator (CSA) and/or Certified Implementation Specialist (CIS) credentials are strongly preferred.
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What We Offer

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• Engagement: Long-term contract opportunity with high visibility within a premier global service-based client.
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• Flexibility: 100% remote working environment within the United States.
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• Impact: Opportunity to shape the digital workflow transformation of enterprise-grade operations.
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