ServiceNow PSDS Business Process Consultant (387)
由于该工作将通过 ServiceNow 提供，资源必须带来强大的平台知识，相关证书和经验证明的服务需求转化为可扩展性的 ServiceNow 解决方案。理想的候选人具有 CRM 类型的工作流程，商业过程发现，要求定义，利益相关者便利，进程映射，用户故事开发以及 ServiceNow PSDS 或 CSM 实现方面的经验；优先考虑 PSDS 体验和认证；经验和认证可接受，如果与强大的 CRM 工作流体验相结合。角色和责任 ·领导商业过程的发现，利益相关者研讨会和要求收集会议服务 NowPSDS/CSM 解决方案 ·记录公共部门服务接入，案例管理，履行，批准，通知，SLAs,报告和 CRM 类型操作的现状和未来工作流程 ·将利益相关者的需求转化为明确的业务要求，用户故事，接受标准，进程地图以及技术团队的配置准备指导 · 咨询客户和交付团队关于 ServiceNow PSDS/CSM 最佳实践，平台一致的工作流程设计和过程标准化 · 与解决方案架构师，开发人员，产品所有者，业务利益相关者以及测试团队合作以确保要求是完整的，可扩展性的，并与所需业务结果保持一致 ·支持后备案例改进，冲刺规划，演示，测试支持，文档，培训，知识转移和运营准备活动 ·其他任务作为分配最小质量等工作能力 ·经验证明作为商业进程顾问，商业分析师，功能顾问或类似角色支持 ServiceNow 实施 · 经验与 CRM 工作流程，商业过程咨询，要求便利化，进程映射，用户故事开发，接受标准和利益相关者参与 · 实施或支持 ServiceNowPSDS 的经验优先；在结合强大的 CRM 工作游经验时，ServiceNowCSM 体验可能是可接受的 ·定义案例管理，接入，路由，批准，SLAs,通知，服务门户/工作空间，报告和工作流动自动化的需求的经验 · 强有力的了解 ServiceNo
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OVERVIEW
iTech AG is seeking a strong ServiceNow Business Process Consultant to support a Public Sector Digital Services (PSDS) opportunity. Because this work will be delivered through ServiceNow, the resource must bring strong platform knowledge, relevant certifications, and proven experience translating public sector service delivery needs into scalable ServiceNow solutions.
The ideal candidate has experience with CRM-style workflows, business process discovery, requirements definition, stakeholder facilitation, process mapping, user story development, and ServiceNow PSDS or CSM implementations. PSDS experience and certification are preferred; CSM experience and certification may be acceptable when paired with strong CRM workflow experience.
ROLES AND RESPONSIBILITIES
- Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions
- Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
- Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
- Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization
- Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
- Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
- Other duties as assigned
MINIMUM QUALIFICATIONS
- Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations
- Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
- Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience
- Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements
- Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication
EDUCATION AND CERTIFICATIONS
- Bachelor’s degree or equivalent years of experience
- ServiceNow Certified System Administrator (CSA) preferred
- ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable
PREFERRED QUALIFICATIONS
- Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows
- Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
- Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products
SECURITY CLEARANCE
- Ability to obtain and maintain a Public Trust
- Pursuant to government contracts, US Citizenship is required
iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.
iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.
Originally posted on Himalayas