ServiceNow ITSM Business Process Consultant

Role - ServiceNow ITSM Business Process Consultant
Location – North Carolina, US (Remote work is also fine, but the candidate must be able to go to the office when required)
Contract-6+ Months  
ServiceNow ITSM Business Process Consultant – Job Description
Role Overview
The ServiceNow ITSM Business Process Consultant (BPC) is responsible for driving IT service management transformation by aligning business processes with ServiceNow best practices.
The role focuses on process consulting, requirement gathering, solution design, and governance to enable efficient IT service delivery. 

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Key Responsibilities
•    Engage stakeholders to capture, analyze, and document ITSM business requirements 
•    Translate requirements into functional specifications and ServiceNow solution designs 
•    Design and implement ITSM processes: 
o    Incident Management
o    Problem Management
o    Change Management
o    Request Management 
•    Drive process standardization, optimization, and re-engineering initiatives 
•    Conduct workshops and gap analysis (As-Is vs To-Be process) 
•    Ensure alignment with ITIL/framework-based best practices (based on ITSM domain usage in enterprise content)
•    Define governance models, SLAs, OLAs, and KPIs 
•    Collaborate with technical teams to ensure accurate implementation of functional design 
•    Build dashboards and reports for service performance and operational insights 
•    Support pre-sales, solution demos, and roadmap discussions 
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Required Skills & Experience
•    5–10+ years overall experience with 3–5 years in ITSM consulting on ServiceNow (experience range derived from similar enterprise roles)
•    Strong knowledge of ITSM processes: 
o    Incident, Problem, Change, Request
o    SLA/OLA & service governance 
•    Experience in: 
o    Business process analysis & re-engineering
o    Stakeholder management and workshop facilitation 
•    Understanding of: 
o    CMDB and configuration management
o    Service governance, compliance, and audit readiness 
•    Experience with Agile / Scrum delivery models
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Technical & Functional Exposure
•    Strong functional knowledge of ServiceNow ITSM modules
•    Basic understanding of: 
o    Flow Designer, Business Rules
o    Reporting & dashboards 
•    Experience working with integrations and enterprise tools (not deeply technical role)
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Certifications 
•    ServiceNow CSA
•    ITIL Foundation / ITIL Expert
•    ServiceNow CIS–ITSM (Mandatory)