Senior ServiceNow Business Process Consultant- ITSM

Job Title: Senior ServiceNow Business Process Consultant- ITSM
Type: Contract
Work Model: Remote – offsite

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

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #856-Baltimore-S1