Senior Business Process Consultant ServiceNow

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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 liveUAT, 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 initiativesMetrics, 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