Senior Business Process Consultant - ServiceNow

About Persistent

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 23 sequential quarters of growth with $422.5M in Q3 FY26 revenue, up 4.0% Q-o-Q and 17.3% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries. We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PEAK Matrix® Assessment 2025.

About Position:

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.

• Role: Senior Business Process Consultant – ServiceNow
• Location: Bridgewater, NJ, Charlotte, NC, Bellevue, WA, Plano, TX , Santa Clara, CA
• Job Type: Full Time Employement
• Mandatory skills: ServiceNow implementations, ServiceNow OOTB & ITIL

What You'll Do:

• 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, outcomedriven 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 tradeoffs, 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 golive
• UAT, Adoption & Change Enablement
• Lead UAT strategy and execution, including scenario definition, test cases, and defect triage
• Develop rolebased process documentation, SOPs, and training materials
• Drive user adoption through structured communication, enablement sessions, and feedback loops
• Support golive, 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 postimplementation
• 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

Expertise You'll Bring:

• Strong understanding of ServiceNow platform capabilities and release cadence.
• 5 to 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
• Certification(s)
• CSA, CIS
• Industry-specific certs (e.g., HR Pro)
• ITIL Foundation required
• ServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics).
• Associate Business Process Owner
• Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let’s unleash your full potential at Persistent - persistent.com/careers

“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”