Sr. Business Process Consultant, IT Service Management Workflow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

The Sr. Business Process Consultant, (ITSM) IT Service Management Workflow is the functional and process expert of a customer engagement team – consulting with federal customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow SPM products – all with the goal of accelerating and driving customer business outcomes.

As a ServiceNow ITSM Process Consultant, you will act as the process expert guiding federal customers in designing, implementing, and optimizing IT Service Management (ITSM) workflows using ServiceNow best practices. In this role, you will:

• Serve as the process expert for ITSM workflows, leveraging ServiceNow products with a focus on configuration over customization.
• Drive ITSM and CSDM process definition, re-engineering, improvement, and gap analysis during workshops with key sponsors and stakeholders.
• Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.
• Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials and collateral.
• Guide customers in completing documentation such as business requirement workbooks.
• Translate business needs into functional user stories with acceptance criteria, testing strategies, and knowledge transfer plans.
• Advocate for the customer's needs throughout the engagement.
• Support internal solution testing with technical resources, and guide customer unit and user acceptance testing.
• Prepare customer-facing deliverables with a strong process focus.
• Act as a lead contributor within engagement project teams to deliver successful outcomes.
• Manage multiple, complex projects and initiatives simultaneously.
• Promote continuous improvement practices in delivery and engagement materials.
• Support sales activities when required.
• Mentor and train ServiceNow colleagues and partners upon request.
• Travel up to 50% annually, based on customer and internal needs.

To be successful in this role, you will bring:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Active U.S. TS clearance
• Experience integrating AI into work processes (e.g., AI-powered tools, workflow automation, or decision support).
• 5+ years of consulting experience for complex, global organizations.
• 5+ years of ITSM implementation experience as an implementer.
• Familiarity with ITSM frameworks such as ITIL or IT4IT.
• Proven ability to lead customer-facing projects and deliver complex technical solutions.
• A strong problem-solving mindset, customer success orientation, and ability to deliver business value.
• Experience with cloud computing, digital transformation, and modern IT architectures (preferred).
• Understanding of software development lifecycle (SDLC) and IT operations (preferred).
• Strong facilitation skills: able to lead workshops, convert business requirements into configuration requirements, and author user stories for Agile development.
• Excellent written and verbal communication, including presentation skills (Visio, Word, PowerPoint).
• Ability to analyze and recommend ITSM strategies aligned with business priorities.
• Strong interpersonal skills with a customer-centric and culturally aware approach.
• A proven team player and collaborator.

Preferred Certifications

• ServiceNow Administrator
• ITIL v4

FD21

For positions in this location, we offer a base pay of $135,300 - $236,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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