ServiceNow Business Process Consultant; Remote

Overview

This is a business consulting role centered on process design, advisory, and stakeholder engagement within Service Now projects. The BPC ensures that people and processes are aligned with the platform’s capabilities, enabling clients to realize the full value of their Service Now investment. This role is not responsible for platform development, scripting, or technical configuration.

• Expert Workshop Facilitation – Lead structured, interactive workshops with stakeholders across Service Now modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, etc.) to gather requirements, define processes, and guide clients through decision-making that aligns with best practices.
• Advisory & Solution Design – Provide consulting expertise across Service Now modules (ITSM, ITOM, ITBM, HRSD, CSM, Sec Ops). Translate business needs into process-driven solutions that leverage best practices.
• Requirements & Gap Analysis – Lead requirements-gathering sessions, conduct gap analysis on existing processes, and recommend forward-looking Service Now-enabled solutions.
• Process Design & Governance – Document current-state and future-state processes, create process flows, RACI charts, and governance frameworks to ensure accountability and compliance.
• Customer-Centric Engagement – Act as a trusted advisor, building strong client relationships and fostering collaboration throughout configuration and implementation.
• Best Practice Implementation & Maturity – Conduct Service Management Maturity Assessments and help define roadmaps for improving accountability and service quality. Guide clients on scalable, maintainable solutions aligned to DXC and Service Now best practices.
• Change Management & Adoption – Support communication, training, and process documentation to drive end-user adoption and ensure platform success.
• Collaboration with Technical Teams – Partner closely with Service Now developers, architects, and administrators to validate requirements and ensure technical delivery aligns with business needs.
• Value Realization – Help clients measure and demonstrate value from Service Now through KPIs, dashboards, reporting, and continuous improvement initiatives.
• Continuous Learning – Maintain current knowledge of Service Now technologies and pursue mainline certifications/micro-certifications to stay aligned with evolving platform capabilities. This role requires a commitment to ongoing education and Service Now Certifications.

• Service Now Process Consulting (5+ years):
  Proven expertise facilitating workshops, providing advisory services, and leading process-driven Service Now implementations. Demonstrated ability to design process-aligned solutions across ITSM, ITOM, ITAM, CSM, or other core Service Now modules.
• Requirements & Gap Analysis (5+ years):
  Skilled in translating business needs into clear, actionable requirements and user stories that guide Service Now delivery.
• Executive Communication & Facilitation:
  Strong ability to present complex Service Now and process concepts in a clear, simple manner to executives, stakeholders, and end users.
• Service Now Certified System Administrator (CSA):
  Required baseline certification to validate platform knowledge.

• Certifications in specific Service Now modules (ITSM, ITOM, ITAM, HRSD, SPM, SOM, CSM).
• Excellent interpersonal skills and experience in client relationship management.
• Experience with Service Now Now Create.

• Remote
• Up to 50% travel may be required.
• Must be legally authorized to work in the United States without the need for sponsorship now or in the future.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

If you are an applicant from the United States, Guam, or Puerto Rico, DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color,…