ServiceNow Business Process Consultant (335)

OVERVIEW:
iTech AG is seeking a ServiceNowBusiness Process Consultantto support federal customer engagements by leading process discovery, analysis, optimization, and solution alignment efforts across the ServiceNow platform. This role serves as a trusted advisor to customer stakeholders, helping translate business needs into clear, actionable process designs and platform capabilities.

The ideal candidate combines strong business analysis and consulting skills with hands-on ServiceNow experience. They areconfident infacilitatingworkshops, uncovering current-state challenges, defining future-state outcomes, and partnering closely with architects, developers, product owners, and client stakeholders to deliver practical, scalable solutions.

This role is best suited for a process-minded consultant who understands that successful ServiceNow delivery starts with understanding how the business works today, where it needs to go, and how to bridge that gap effectively.

RESPONSIBILITIES:

• Lead process discovery, analysis, and optimization sessions with customer sponsors, process owners, and key stakeholders.

• Facilitate workshops to assess current-state processes,identifypain points, and define desired future-state outcomes.

• Translate business needs into clear process definitions, user stories, acceptance criteria, and implementation-ready requirements.

• Advise Product Owners throughout the engagement on story refinement, prioritization, process alignment, and roadmap sequencing.

• Collaborate with solution architects, developers, and technical consultants to ensure process design aligns with ServiceNow best practices and platform capabilities.

• Identifyopportunities for automation, process improvement, standardization, and operational efficiency.

• Support the development of process maps, journey maps, requirements documents, workflow diagrams, and other solution artifacts.

• Help customers understand the impact of process decisions onimplementationapproach, adoption, reporting, and long-term maintainability.

• Support integration planning byidentifyingdata flow, process dependencies, and reporting considerations across systems.

• Communicate effectively with business, technical, and executive stakeholders at varying levels of detail.

• Ensure deliverables areaccurate, well-organized,timely, and aligned to customerobjectivesand project outcomes.

• Contribute to teamknowledge-sharing, best practices, and continuous improvement across the practice.

• Other duties as assigned.

MINIMUMQUALIFICATIONS:

• 3+ years of experiencein business process consulting, business analysis, or process design within a technology or consulting environment.

• Hands-on experience with ServiceNow implementations, ideally in federal or large enterprise environments.

• Strong understanding of the Business Analyst function, including requirements gathering, process mapping, facilitation, and documentation.

• Proven experience leading customer workshops and stakeholder interviews.

• Ability to analyze complex business processes andidentifycurrent-state gaps and future-state opportunities.

• Strong written and verbal communication skills, including the ability to present clearly to both technical and non-technical audiences.

• Experience collaborating with developers, architects, project managers, product owners, and customer stakeholders.

• Strong interpersonal skills, professionalism, and a customer-first mindset.

• Ability to manage multiple priorities whilemaintainingattention to detail and quality.

EDUCATION AND CERTIFICATIONS:

• Bachelor’s degree in businessadministration,IT, or related field

• ServiceNow Certified Systems Administrator (CSA)

PREFERRED QUALIFICATIONS:

• One or more ServiceNow Certified Implementation Specialist (CIS) certifications, preferably CIS-ITSM.

• Experience with multiple ServiceNow applications.

• Background in process mining, process analysis, or business process improvement methodologies.

Originally posted on Himalayas