Senior Business Process Consultant ServiceNow

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Job Title - Senior Business Process Consultant Service Now

Location - Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA (Onsite)

Job Type Fulltime / Contract

Mandatory Certification(s)

• CSA
• CIS
• Industry-specific certs (e.g., HR Pro)
• ITIL Foundation required

Job Description

The Senior Business Process Consultant Service Now is a senior client‑facing specialist responsible for leading process transformation initiatives and ensuring that business service management processes are effectively designed, governed, and realized on the Service Now platform. This role owns end‑to‑end process design across one or more domains, aligns business objectives with Service Now capabilities, and ensures solutions follow industry best practices (ITIL v4, enterprise service management) while remaining scalable and upgrade‑safe.

The Senior Business Process Consultant acts as a trusted advisor to business and IT leaders, leads complex discovery and design workshops, mentors junior consultants, and works closely with Platform Architects, Technical Consultants, and Product Owners to drive successful process adoption and measurable outcomes.

• Lead end‑to‑end process design and optimization initiatives across Service Now domains such as ITSM, CSM, HRSD, CMDB/SACM, Sec Ops, or GRC.
• Define and document As Is and To Be process models, value streams, and service journeys.
• Apply ITIL v4 and industry best practices to design efficient, outcome‑driven processes.
• Drive process standardization and harmonization across business units and geographies.

• Act as a trusted advisor to senior business, operations, and IT stakeholders.
• Lead complex process discovery, design, and validation workshops.
• Facilitate consensus on process decisions, governance models, and operating procedures.
• Clearly communicate process trade‑offs, impacts, and benefits to leadership audiences.

• Translate business process designs into epics, features, user stories, and acceptance criteria.
• Own process to solution traceability through the delivery lifecycle.
• Partner with Platform Architects and Technical Leads to validate process feasibility and OOTB alignment.
• Challenge unnecessary customization and ensure solutions remain configuration first.

• Define process governance frameworks, KPIs, SLAs/OLAs, and compliance checkpoints.
• Ensure alignment of process design with CMDB, data ownership, and SACM controls.
• Support audit readiness by documenting controls, workflows, and approvals.
• Review solution demos and ensure functional quality prior to UAT and go‑live.

• Lead UAT strategy and execution, including scenario definition, test cases, and defect triage.
• Develop role‑based process documentation, SOPs, and training materials.
• Drive user adoption through structured communication, enablement sessions, and feedback loops.
• Support go‑live, hyper‑care, and continuous improvement initiatives.

• Define and track process performance metrics (e.g., MTTR, FCR, SLA compliance, request cycle time, CSAT).
• Analyze trends and identify improvement opportunities post implementation.
• Drive ongoing optimization through backlog refinement and roadmap recommendations.

• Mentor Business Process Consultants and Analysts.
• Contribute to practice assets, reference process models, templates, and accelerators.
• Support presales activities including process solutioning, scope definition, and estimation.
• Share best practices and lessons learned across the Service Now practice or CoE.

• Strong understanding of Service Now platform capabilities and release cadence.
• 5‑7 years of experience in process consulting, business analysis, or service management transformation.
• Strong expertise in Service Now implementations with deep understanding of…