ServiceNow Business Process Consultant (United States)

ServiceNow Business Process Consultant

Location: Remote (United States)

Job Type: Long-Term Contract

Preferred visa status: Visa Independents

Client Type: Large Global Service-Based Enterprise

Position Overview

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.

Key Responsibilities

• 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.
• 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.
• Requirements Management: Translate business needs into clear, concise epics, user stories, and functional specifications for technical and development teams.
• Gap Analysis: Identify process gaps, bottlenecks, and optimization opportunities, proposing structured solutions aligned with ITIL and industry best practices.
• Change Management Support: Collaborate with organizational change management teams to ensure smooth user adoption, stakeholder alignment, and comprehensive documentation.
• Testing & Validation: Partner with QA teams to define test scenarios, review test cases, and participate in User Acceptance Testing (UAT).

Required Qualifications & Skills

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

What We Offer

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