Business Process Consultant - ServiceNow

About the Role:

We are seeking a Business Process Consultant with strong expertise in ServiceNow and proven experience in leading process improvement initiatives. The ideal candidate will be certified in CSM, ITSM, and CSA, with hands-on knowledge of scope management, risk and dependency planning, and stakeholder engagement. This role requires a professional who can bridge business requirements with technical solutions, ensuring successful adoption and measurable outcomes.

Key Responsibilities:

Lead scope management activities, defining project deliverables and aligning outcomes with business objectives.
Plan and facilitate workshops with stakeholders to gather requirements, validate processes, and drive consensus.
Manage risks and dependencies, proactively identifying potential roadblocks and implementing mitigation strategies.
Write detailed business requirements and user stories to support solution design and delivery.
Oversee UAT planning and sign-off, ensuring solutions meet agreed quality standards.
Develop and deliver training materials, presentations, and enablement sessions to support end-user adoption.
Act as a trusted advisor, ensuring alignment of ITSM/CSM best practices with customer goals.

Qualifications & Certifications:

ServiceNow Certified System Administrator (CSA).
ServiceNow Certified ITSM Implementation Specialist.
ServiceNow Certified CSM Implementation Specialist.
Strong background in business process consulting within ITSM and CSM domains.
Experience in requirements gathering, user story writing, and stakeholder management.
Excellent communication, presentation, and facilitation skills.
Ability to create structured documentation, training materials, and executive-level presentations.

Preferred Skills:
Familiarity with Agile methodologies (Scrum, SAFe, etc.).
Experience with enterprise IT transformations or digital adoption programs.
Strong analytical skills with the ability to translate business needs into actionable solutions