Senior Business Process Consultant

• 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, hypercare, 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 pre‑sales 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 OOTB process models

Solid knowledge of ITIL v4 (Managing Professional / Strategist preferred)

Experience working in Agile/Scrum environments with Product Owners and delivery teams

Proficiency in process modeling tools (BPMN, Visio, Miro, Lucid) and documentation standards

Excellent facilitation, stakeholder management, analytical, and communication skills

Service Now Micro-certifications (e.g., Integration Hub, Flow Designer, Performance Analytics).

Associate Business Process Owner

Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.