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Senior Business Process Consultant – ServiceNow
PeopleNTech LLC
🇺🇸 United States
On-site
Senior
6 months ago
- ServiceNow
- ITIL
- triage
- Agile
- Scrum
- Visio
- Miro
- IntegrationHub
- AWS
- Azure
- TOGAF
6 months ago
(Onsite) - Any Persistent office location
(Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA)
Fulltime / Contract to Hire
Rate: $70/hr on C2H - Salary: $130K PA (Don't hold profiles on Salary)
Indent:PSL306046-1-1
Mandatory Certification(s)
- CSA
- CIS
- Industry-specific certs (e.g., HR Pro)
- ITIL Foundation required
TheSenior Business Process Consultant – ServiceNow is a senior client‐facing specialist responsible forleading process transformation initiatives and ensuring that business service management processes are effectively designed, governed, and realized on the ServiceNow platform. This role owns end‐to‐end process design across one or more domains, aligns business objectives with ServiceNow capabilities, and ensures solutions followindustry best practices (ITIL v4, enterprise service management) while remaining scalable and upgrade‐safe.
The Senior Business Process Consultant acts as a trusted advisor to business and IT leaders, leads complex discovery and design workshops, mentors junior consultants, and works closely with Platform Architects, Technical Consultants, and Product Owners to drive successful process adoption and measurable outcomes.
Key Responsibilities
Process Leadership & Transformation
- Leadend‐to‐end process design and optimization initiatives across ServiceNow domains such asITSM, CSM, HRSD, CMDB/SACM, SecOps, or GRC
- Define and documentAs‐Is and To‐Be process models, value streams, and service journeys
- ApplyITIL v4 and industry best practices to design efficient, outcome‐driven processes
- Driveprocess standardization and harmonization across business units and geographies
Stakeholder Advisory & Workshop Facilitation
- Act as atrusted advisor to senior business, operations, and IT stakeholders
- Lead complexprocess discovery, design, and validation workshops
- Facilitate consensus on process decisions, governance models, and operating procedures
- Clearly communicate process trade‐offs, impacts, and benefits to leadership audiences
Requirements Ownership & Solution Alignment
- Translate business process designs intoepics, features, user stories, and acceptance criteria
- Ownprocess‐to‐solution traceability through the delivery lifecycle
- Partner withPlatform Architects and Technical Leads to validate process feasibility and OOTB alignment
- Challenge unnecessary customization and ensure solutions remainconfiguration‐first
Governance, Controls & Quality
- Defineprocess governance frameworks, KPIs, SLAs/OLAs, and compliance checkpoints
- Ensure alignment of process design withCMDB, data ownership, and SACM controls
- Support audit readiness by documenting controls, workflows, and approvals
- Review solution demos and ensurefunctional quality prior to UAT and go‐live
UAT, Adoption & Change Enablement
- LeadUAT strategy and execution, including scenario definition, test cases, and defect triage
- Develop role‐basedprocess documentation, SOPs, and training materials
- Drive user adoption through structured communication, enablement sessions, and feedback loops
- Support go‐live, hypercare, andcontinuous improvement initiatives
Metrics, Reporting & Continuous Improvement
- Define and trackprocess performance metrics (e.g., MTTR, FCR, SLA compliance, request cycle time, CSAT)
- Analyze trends and identify improvement opportunities post‐implementation
- Drive ongoing optimization through backlog refinement and roadmap recommendations
Mentorship & Practice Contribution
- MentorBusiness Process Consultants and Analysts
- Contribute topractice assets, reference process models, templates, and accelerators
- Supportpre‐sales activities including process solutioning, scope definition, and estimation
- Share best practices and lessons learned across the ServiceNow practice or CoE
Required Skills & Qualifications
Strong understanding of ServiceNow platform capabilities and release cadence.
5–7 years of experience in process consulting, business analysis, or service management transformation
Strong expertise inServiceNow implementations with deep understanding of OOTB process models
Solid knowledge ofITIL v4 (Managing Professional / Strategist preferred)
Experience working inAgile/Scrum environments with Product Owners and delivery teams
Proficiency inprocess modeling tools (BPMN, Visio, Miro, Lucid) and documentation standards
Excellent facilitation, stakeholder management, analytical, and communication skills
Preferred/Good to Have
ServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics).
Associate Business Process Owner
Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.
What We Offer
Opportunity to work on enterprise-grade ServiceNow transformations and latest releases.
Learning culture with certification sponsorship and internal academies.
Flexible work, inclusive culture, and clear growth paths within the practice
Senior Business Process Consultant – ServiceNow · PeopleNTech LLC