ServiceNow – Process Consultant

NTT DATA is seeking a highly motivated and experienced ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities.

This dual-role position is ideal for someone who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery.

The ideal candidate will be a trusted advisor to clients, helping them optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement. Key Responsibilities:

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules.
• Create dynamic collateral including process workflows, workshop presentations, and training materials.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption. Business Analysis:
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and gap analyses to support solution design.
• Prepare and execute test plans, facilitate UAT, and support go-live activities.
• Lead client training sessions and create user-friendly job aids to support platform adoption. Client Engagement & Delivery Support:
• Serve as the eyes and ears of the delivery team throughout the project lifecycle.
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business goals and technical solutions.