ServiceNow Business Process Consultant

Service Now Business Process Consultant

Position at Core Sphere, LLC – location:
Columbia, MD.

Base Pay Range
$90.00/hr - $100.00/hr

Position Summary: Core Sphere is seeking a certified Service Now Customer Service Management (CSM) Implementation Specialist (CIS) with a proven record of success implementing and/or supporting Service Now CSM solutions as a lead Business Process Consultant (BPC) for a US federal client. Must be experienced applying Service Now’s agile implementation methodology Now Create.

The job requires experience and expertise successfully supporting the operations and maintenance (O&M) of a Service Now CSM implementation, supporting and developing enhancements, and supporting the functional activities to support the platform.

Lead business-process-related activities from planning and estimating work to execution of BPC tasks. This also includes leading scrum calls, planning/conducting workshops, eliciting and documenting requirements, performing research, conducting data gathering, analyzing requirements, drafting/finalizing user stories, proposing design options and recommendations, conducting proof of concept (POC) demonstrations, conducting interviews, documenting meeting results, leading knowledge transfer activities, working with other project team members, testing and validating developed/configured solutions, preparing and conducting training, preparing for Go‑Live, and providing post‑production support.

Responsibilities:

• Successfully manage customer expectations and ensure tasks are estimated accurately and performed on time and on budget with high levels of customer satisfaction and quality.
• Support the delivery Engagement Manager and client Project Manager.
• Coordinate activities with client team stakeholders including technical and functional Subject Matter Experts (SMEs) as well as other project team Technical Consultants (TCs) and BPCs.
• Ensure appropriate collaboration, coordination, and communication within the implementation team and with client SMEs.
• Apply best practices for managing work under the task order.
• Manage activities and resources to a project plan utilizing the appropriate tools (e.g., Service Now Project Portfolio Management (PPM) suite, SharePoint, Microsoft Project and potentially other agile tools such as Jira).
• Understand and manage the Critical Path for successful project delivery and support tasks.
• Lead and support project objectives, build project requirements, and manage the constraints of the project including but not limited to cost, scope, schedule, and quality.
• Communicate clearly, effectively, on time, and to the correct audience.
• Manage risks and issues; be proactive and communicate effectively.
• Estimate the level of effort of BPC efforts for out-of-scope work.
• Identify and manage change request processes.
• Ensure work is performed compliant with client and contractual policies and processes.
• Draft, coordinate weekly status report submissions.
• Support ad‑hoc oral and written data calls.
• Attend various program meetings with the project team members as needed.

Required

Skills and Experience:

• Successfully performed CSM BPC O&M and/or implementation work with other clients of similar size, scope, and complexity.
• Bachelor's degree in business management, project management, financial management, computer science, or related field.
• At least 3 years of experience as a Business Analyst, including experience as a Service Now BA.
• Hands‑on experience working in Service Now in at least one module:
  • HRSD
  • ITSM
  • WSD
  • GRC
• Service Now Certified System Administrator (CSA).
• Service Now Certified Implementation Specialist with CSM (CIS-CSM).
• Successful and proven track record implementing Service Now CSM applications and other Service Now applications.
• Minimum three (3) years of experience leading and performing BPC work primarily with CSM.
• 3+ years of experience in software QA testing, including unit testing, integration testing, regression testing, and UAT facilitation.
• Deep understanding of both waterfall and agile System Development Life Cycle (SDLC) project management methodologies, techniques, and tools.
• Working knowledge and experience with CSM processes.
• Comfortable working in a…