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ServiceNow Business Process Consultant

iTech AG

Key Facts

Remote From: 
Virginia (USA)
Freelance
Mid-level (2-5 years)
English

Other Skills

  • •
    Professionalism
  • •
    Non-Verbal Communication
  • •
    Time Management
  • •
    Detail Oriented
  • •
    Analytical Thinking
  • •
    Social Skills

Job description

Description

OVERVIEW: 
iTech AG is seeking a ServiceNow Business Process Consultant to 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 are confident in facilitating workshops, 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, identify pain 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.  
  • Identify opportunities 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 on implementation approach, adoption, reporting, and long-term maintainability.  
  • Support integration planning by identifying data flow, process dependencies, and reporting considerations across systems.  
  • Communicate effectively with business, technical, and executive stakeholders at varying levels of detail.  
  • Ensure deliverables are accurate, well-organized, timely, and aligned to customer objectives and project outcomes.  
  • Contribute to team knowledge-sharing, best practices, and continuous improvement across the practice.  
  • Other duties as assigned. 
  
MINIMUM QUALIFICATIONS:  
  • 3+ years of experience in 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 and identify current-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 while maintaining attention to detail and quality. 
  
EDUCATION AND CERTIFICATIONS: 
  • Bachelor’s degree in business administration, 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.  
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