ServiceNow Business Process Consultant

ServiceNow Business Process Consultant

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. The ServiceNow Business Process Consultant serves as a strategic advisor and process transformation leader, helping organizations optimize and modernize service management operations across ITSM, HRSD, CSM, HAM, ITAM and ITOM modules. This role collaborates closely with business and technical stakeholders to assess current-state processes, design future-state operating models, establish governance frameworks, and define performance metrics that drive measurable business outcomes. By aligning ServiceNow capabilities with organizational objectives, the consultant enables process standardization, operational efficiency, user adoption, and long-term value realization across enterprise transformation initiatives.

Qualifications

• 8+ years of consulting or business process transformation experience with ServiceNow solutions.
• Deep expertise in ITSM, HRSD, CSM, HAM, ITAM and ITOM process design and implementation.
• Strong knowledge of ITIL and enterprise service management frameworks.
• Experience facilitating requirements workshops with executive and operational stakeholders.
• Ability to create process maps, journey maps, RACI models, governance frameworks, and operating procedures.
• Experience with Agile delivery methodologies and user story development.
• Strong analytical, communication, presentation, and stakeholder management skills.
• Experience working on enterprise-wide digital transformation programs.
• Ability to align technology capabilities with business objectives and measurable outcomes.

Organizational Change Management

• Conduct change impact assessments to identify organizational, process, technology, and people-related impacts.
• Develop and execute change management plans that support business transformation initiatives.
• Partner with project managers, business leaders, and functional teams to integrate change management activities into project delivery plans.
• Create stakeholder engagement strategies to build awareness, commitment, and adoption of new business processes.
• Develop and deliver communication plans that articulate the vision, benefits, and expected outcomes of change initiatives.
• Assess organizational readiness and identify risks to adoption, developing mitigation strategies as needed.
• Support the design, development, and delivery of end-user training and knowledge transfer activities.
• Establish and monitor adoption metrics, readiness indicators, and change success measures.
• Facilitate leadership alignment and sponsor engagement activities to reinforce change objectives.
• Provide coaching and guidance to leaders and managers on change leadership and stakeholder management best practices.

ServiceNow Certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist – ITSM (CIS-ITSM)
• Certified Implementation Specialist – CSM (CIS-CSM)
• Certified Implementation Specialist – HAM (CIS-HAM)
• Certified Application Developer (CAD) beneficial for solution understanding.
• ServiceNow Micro-Certifications relevant to Workflow, Service Management, and Platform capabilities.
• ITIL Foundation certification strongly recommended.

Nice to Have

• Certified Implementation Specialist – Discovery or ITOM certifications.
• Operational Technology, manufacturing, utilities, energy, or healthcare industry experience.
• Experience with enterprise architecture, governance, risk, and compliance initiatives.
• SAFe, Scrum Master, Lean Six Sigma, PMP, or Prosci certifications.
• Knowledge of CMDB, Service Mapping, Digital Operations, and Asset Management best practices.
• Experience supporting global ServiceNow implementations and business transformations.
• Exposure to AI, automation, analytics, and process mining solutions.

About NTT DATA: Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is $70 to $80. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on several factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance. This position is eligible for company benefits that will depend on the nature of the role offered. Company benefits may include medical, dental, and vision insurance, flexible spending or health savings account, life, and AD&D insurance, short-and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits . NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.