ServiceNow Business Process Consultant PSDS

RESPONSIBILITIES:
Kforce has a client in Armonk, NY that is seeking a ServiceNow Business Process Consultant (BPC) to lead process design, requirements definition, and solution alignment across Public Sector Digital Services (PSDS) initiatives.

Summary:
This role is responsible for translating government agency needs into standardized, repeatable workflows and accelerator frameworks that support rapid ServiceNow deployments. The BPC will play a key role in helping define -implementation-ready- process models and automation blueprints that enable delivery timelines to be compressed toward ~100-day implementations.

Key Responsibilities:

Process Discovery & Requirements Definition:
* Lead discovery workshops with public sector stakeholders (federal, state, local)

Gather and document:
* Current-state (manual or fragmented) processes
* Future-state digital workflows
* Business, regulatory, and compliance requirements

Translate agency needs into:
* User stories, process flows, and functional requirements
* Identify standardization opportunities across agencies and use cases

PSDS Process Design (Core Focus):
Design end-to-end business processes aligned to PSDS capabilities:
* Citizen/constituent services
* Case management and service delivery
* Government employee workflows

Define:
* Intake models and request types
* Case lifecycle stages and SLAs
* Escalation and resolution workflows

* Ensure alignment to ServiceNow best practices and out-of-the-box capabilities

Accelerator & Framework Development:
* Help define and document PSDS accelerators and reusable process frameworks

REQUIREMENTS:
* 5-8+ years of experience in business process consulting, preferably with ServiceNow or enterprise workflow platforms

Proven experience with:
* Process discovery, mapping, and redesign
* Requirements gathering and documentation

Familiarity with:
* Case management and service delivery models
* Workflow automation concepts

* Experience working with cross-functional stakeholders in complex environments
* Strong communication skills with ability to simplify complex processes

Preferred Qualifications:
* Experience with ServiceNow (PSDS, CSM, HRSD, or ITSM)
* Background supporting public sector or regulated environments
* Experience building process accelerators or standardized delivery frameworks

Familiarity with:
* Agile/Scrum delivery models
* User story creation and backlog management
* Exposure to AI-enabled workflows or automation strategies

What Success Looks Like:
* Creation of standardized PSDS process models and reusable frameworks
* Clear, actionable requirements that accelerate development and reduce rework
* Improved automation coverage and reduced manual intervention
* Contribution to rapid (sub-100 day) PSDS implementations
* Enhanced citizen and government employee experiences

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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