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ServiceNow Business Process Consultant

iTech AG

Role overview

Qualifications

  • 3+ years of experience in business process consulting, business analysis, or process design within technology or consulting environments
  • Hands-on experience with ServiceNow implementations, ideally in federal or large enterprise environments
  • Strong requirements gathering, process mapping, facilitation, and documentation skills
  • Proven experience leading customer workshops and stakeholder interviews, with ability to collaborate with developers, architects, project managers, and product owners

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 on story refinement, prioritization, process alignment, and roadmap sequencing

Key facts

Hard skills

ServiceNow Business Process Business Process Mapping ServiceNow Business Analysis Cross-Functional Collaboration Process Optimization KPI Reporting Acceptance Test Procedures Data-Flow Analysis Process Management User Journey Mapping Process Analysis Business Analysis User Story Customer Requirements Analysis Project Integration Backlogs Stakeholder Communications Stakeholder Engagement Product Requirements Documents Meeting Facilitation Process Automation Systems Process Mining Business Process Improvement Online Communication Data Sharing Customer Centricity Meeting Facilitation Presentation Training Continuous Improvement Process

Other skills

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

About the company

iTech AG logo

iTech AG

IT Services & IT Consulting

iTech AG is a technology consulting firm that helps federal, state and private organizations streamline their operations by modernizing their systems and processes. Our goal is to turn organizations into more efficient versions of themselves, so they can achieve better, faster and more predictable results. Founded in 2008, our firm began with a small core team eager to help organizations embrace agility to thrive in today's digital world. Since then, our team has grown significantly, and our capabilities have evolved too. Today, our services include: • Management Consulting • Agile Transformation • Portfolio, Program & Project Management • Digital Platforms • Digital Innovations • Cloud & Infrastructure • Cybersecurity In 2015, iTech AG was certified as an 8(a) disadvantaged small business by the U.S. Small Business Administration. This enabled us to develop a stronger presence in the federal market by enabling agencies to procure our services quickly and efficiently. In the past, we’ve completed numerous large-scale projects for our customers, including: • Moving 80,000 users over to Office 365 • Building a Supply Chain Asset Management system that manages over 21,700 tons of commodities every quarter • Rationalizing, migrating, and modernizing or retiring over 14,000 applications and databases • Supporting and maintaining over $62 million of federal IT budget Our customers trust us with complex projects thanks to our commitment to four key values. Because we’re innovative and versatile, we find new ways to solve problems using the latest technologies, methodologies and business practices. And because we’re people-first and customer-centric, our skilled and enthusiastic team goes above and beyond to get results for the organizations we partner with.

Company details

Company typeSME
IndustryIT Services & IT Consulting
Company size51 - 200

Links

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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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Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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