Senior Business Process Consultant ServiceNow

Job Title - Senior Business Process Consultant ServiceNow
Location - Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA (Onsite) Job Type Fulltime / Contract
Job Description
Mandatory Certification(s)
CSA
CIS
Industry-specific certs (e.g., HR Pro)
ITIL Foundation required
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, hyper care, 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 presales 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.

What We Offer
Opportunity to work on enterprise-grade ServiceNow transformations and latest releases.
Learning culture with certification sponsorship and internal academies.
Flexible work, inclusive culture, and clear growth paths within the practice