ServiceNow Business Analyst :: Detroit MI-- Hybrid

ServiceNow Business Process Consultant

Detroit MI-- Hybrid

W2

Job Description Overview: This is a business consulting role centered on process design, advisory, and stakeholder engagement within ServiceNow projects. The BPC ensures that people and processes are aligned with the platform's capabilities, enabling clients to realize the full value of their ServiceNow investment. This role is not responsible for platform development, scripting, or technical configuration.

Key Responsibilities

• Expert Workshop Facilitation Lead structured, interactive workshops with stakeholders across ServiceNow modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, etc.) to gather requirements, define processes, and guide clients through decision-making that aligns with best practices.
• Advisory & Solution Design Provide consulting expertise across ServiceNow modules (ITSM, ITOM, ITBM, HRSD, CSM, SecOps). Translate business needs into process-driven solutions that leverage best practices.
• Requirements & Gap Analysis Lead requirements-gathering sessions, conduct gap analysis on existing processes, and recommend forward-looking ServiceNow-enabled solutions.
• Process Design & Governance: Document current-state and future-state processes, create process flows, RACI charts, and governance frameworks to ensure accountability and compliance.
• Customer-Centric Engagement Act as a trusted advisor, building strong client relationships and fostering collaboration throughout configuration and implementation.
• Best Practice Implementation & Maturity: Conduct Service Management Maturity Assessments and help define roadmaps for improving accountability and service quality. Guide clients on scalable, maintainable solutions aligned to DXC and ServiceNow best practices
• Change Management & Adoption: Support communication, training, and process documentation to drive end-user adoption and ensure platform success.
• Collaboration with Technical Teams: Partner closely with ServiceNow developers, architects, and administrators to validate requirements and ensure technical delivery aligns with business needs.
• Value Realization: Help clients measure and demonstrate value from ServiceNow through KPIs, dashboards, reporting, and continuous improvement initiatives.
• Continuous Learning Maintain current knowledge of ServiceNow technologies AND pursue mainline certifications/micro-certifications to stay aligned with evolving platform capabilities. This role requires a commitment to ongoing education and ServiceNow Certifications

Mandatory Qualifications

• ServiceNow Process Consulting (5+ years): Proven expertise facilitating workshops, providing advisory services, and leading process-driven ServiceNow implementations. Demonstrated ability to design process-aligned solutions across ITSM, ITOM, ITAM, CSM, or other core ServiceNow modules.
• Requirements & Gap Analysis (5+ years): Skilled in translating business needs into clear, actionable requirements and user stories that guide ServiceNow delivery.
• Executive Communication & Facilitation: Strong ability to present complex ServiceNow and process concepts in a clear, simple manner to executives, stakeholders, and end users.
• ServiceNow Certified System Administrator (CSA): Required baseline certification to validate platform knowledge.

• Certifications in specific ServiceNow modules (ITSM, ITOM, ITAM, HRSD, SPM, SOM, CSM).
• Excellent interpersonal skills and experience in client relationship management.
• Experience with ServiceNow 'Now Create'