Business Analyst / Business Process Consultant - ServiceNow AI & ITSM
Cloudious LLC
Business Analyst / Business Process Consultant - ServiceNow AI & ITSM (4-10 Years)
Remote
CTH/FTE
We are seeking an experienced Business Analyst / Business Process Consultant with 4-10 years of experience in ServiceNow consulting and digital workflow transformation. The ideal candidate will have strong expertise in ITSM processes and ServiceNow AI capabilities, including Now Assist, AI Agents, Virtual Agent, Predictive Intelligence, GenAI-powered workflows, Knowledge Management, and Employee Experience solutions.
Key Responsibilities
Conduct requirement gathering workshops, stakeholder interviews, and business process discovery sessions.
Analyze, document, and optimize IT Service Management processes aligned with industry best practices.
Translate business requirements into user stories, functional specifications, process flows, and acceptance criteria.
Partner with business stakeholders, architects, and delivery teams to design AI-enabled ServiceNow solutions.
Drive adoption of ServiceNow AI capabilities, including Now Assist, Virtual Agent, AI-powered search, case summarization, content generation, and workflow automation.
Facilitate process design workshops, solution demonstrations, UAT, training, and change management activities.
Identify opportunities for operational efficiency through AI, automation, and self-service capabilities.
Required Skills
Strong functional knowledge of ServiceNow ITSM modules, including Incident, Problem, Change, Request, Knowledge, and Service Catalog.
Experience with ServiceNow AI capabilities, such as:
o Now Assist
o AI Agents
o Virtual Agent
o Predictive Intelligence
o AI Search
o GenAI-driven productivity solutions
Expertise in business process mapping, requirements analysis, gap analysis, and process improvement.
Experience creating user stories, acceptance criteria, process documentation, and UAT plans.
Strong stakeholder management, workshop facilitation, communication, and consulting skills.
Experience working in Agile/Scrum environments.
Preferred Qualifications
Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
ServiceNow CSA certification preferred.
ServiceNow certifications or micro-certifications related to ITSM, AI, or Business Process Consulting are an advantage.
ITIL Foundation certification preferred.
Ideal Candidate
A business-focused consultant who can bridge business and technology teams, drive ITSM process transformation, and leverage ServiceNow AI capabilities to enhance user experience, increase productivity, and deliver measurable business value.
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