Our client is looking for a Senior Business Process Consultant – ServiceNow at Onsite It’s a Long Term Contract opportunity.
Job Title: Senior Business Process Consultant – ServiceNow
Location: Onsite (Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA)
Duration: Long Term Contract
Note:
Mandatory Certification(s) – If any one Cert is missing, we can consider if candidate is ready to complete certification post joining.
- CSA
- CIS
- Industry-specific certs (e.g., HR Pro)
- ITIL Foundation required
Required Skills:
- The Senior Business Process Consultant – ServiceNow is a senior client facing specialist responsible for leading 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 follow industry 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
- Lead end to end process design and optimization initiatives across ServiceNow domains such as ITSM, CSM, HRSD, CMDB/SACM, SecOps, or GRC.
- Define and document As Is and To Be process models, value streams, and service journeys.
- Apply ITIL v4 and industry best practices to design efficient, outcome driven processes.
- Drive process standardization and harmonization across business units and geographies.
Stakeholder Advisory & Workshop Facilitation
- Act as a trusted advisor to senior business, operations, and IT stakeholders.
- Lead complex process 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 into epics, features, user stories, and acceptance criteria.
- Own process to solution traceability through the delivery lifecycle.
- Partner with Platform Architects and Technical Leads to validate process feasibility and OOTB alignment.
- Challenge unnecessary customization and ensure solutions remain configuration first.
Governance, Controls & Quality
- Define process governance frameworks, KPIs, SLAs/OLAs, and compliance checkpoints.
- Ensure alignment of process design with CMDB, data ownership, and SACM controls.
- Support audit readiness by documenting controls, workflows, and approvals.
- Review solution demos and ensure functional quality prior to UAT and go live.
UAT, Adoption & Change Enablement
- Lead UAT strategy and execution, including scenario definition, test cases, and defect triage.
- Develop role based process documentation, SOPs, and training materials.
- Drive user adoption through structured communication, enablement sessions, and feedback loops.
- Support go live, hypercare, and continuous improvement initiatives.
Metrics, Reporting & Continuous Improvement
- Define and track process 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
- Mentor Business Process Consultants and Analysts.
- Contribute to practice assets, reference process models, templates, and accelerators.
- Support pre 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 in ServiceNow implementations with deep understanding of OOTB process models.
- Solid knowledge of ITIL v4 (Managing Professional / Strategist preferred).
- Experience working in Agile/Scrum environments with Product Owners and delivery teams.
- Proficiency in process 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., Integration Hub, Flow Designer, Performance Analytics).
- Associate Business Process Owner.
- Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.
Looking forward for your reply.
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