Job Title: ServiceNow PSDS Business Process Consultant (Contract)

Contract Type: Fixed-Term Contract / Day Rate Contract (12 Months)
Duration: 12 Months
Location: Hybrid (Client Site / Remote)
Start Date: ASAP

Role Overview

We are seeking an experienced ServiceNow PSDS Business Process Consultant to support the delivery of a major ServiceNow transformation programme within a public sector environment. The successful consultant will work closely with business stakeholders, product owners, technical teams, and delivery partners to analyse, design, and optimise business processes while ensuring alignment with the ServiceNow Platform and Public Sector Digital Services (PSDS) objectives.

This role requires a strong combination of business analysis, process improvement, stakeholder management, and ServiceNow platform knowledge to deliver efficient, user-centric digital services.

Key Responsibilities

• Lead business process discovery workshops with stakeholders across multiple business functions.
• Analyse current (“As-Is”) processes and design future-state (“To-Be”) processes aligned with ServiceNow best practices.
• Translate business requirements into functional requirements and user stories for Agile delivery teams.
• Facilitate process mapping using recognised methodologies (e.g. BPMN, Lean, Value Stream Mapping).
• Ensure business processes align with ServiceNow out-of-the-box capabilities wherever possible.
• Collaborate with ServiceNow Solution Architects, Developers, Platform Owners, and Test Teams throughout the project lifecycle.
• Support implementation of ServiceNow modules including:
  • IT Service Management (ITSM)
  • Customer Service Management (CSM)
  • HR Service Delivery (HRSD)
  • Integrated Risk Management (IRM)
  • Strategic Portfolio Management (SPM)
  • App Engine (desirable)
• Drive process standardisation, automation, and continuous improvement initiatives.
• Support backlog refinement, sprint planning, UAT, and business readiness activities.
• Produce high-quality documentation including:
  • Business Requirements Documents (BRDs)
  • Functional Specifications
  • Process Maps
  • User Stories
  • Acceptance Criteria
  • Standard Operating Procedures (SOPs)
• Facilitate stakeholder engagement across operational teams, senior management, and programme leadership.
• Identify process risks, dependencies, and opportunities for optimisation.
• Support organisational change and adoption activities during deployment.

Required Skills & Experience

• Proven experience as a Business Process Consultant or Senior Business Analyst on ServiceNow implementation programmes.
• Strong understanding of ServiceNow platform capabilities and implementation methodologies.
• Experience delivering digital transformation projects within public sector or regulated environments.
• Excellent business process modelling skills using BPMN or equivalent methodologies.
• Experience gathering, documenting, and validating business requirements.
• Strong stakeholder management and workshop facilitation skills.
• Experience working within Agile delivery frameworks (Scrum, Kanban, SAFe).
• Ability to bridge communication between business and technical teams.
• Excellent analytical, documentation, and communication skills.

Desirable Experience

• Experience with Public Sector Digital Services (PSDS) programmes or government digital transformation initiatives.
• ServiceNow Certified Implementation Specialist (CIS).
• ServiceNow Certified System Administrator (CSA).
• Lean Six Sigma Green Belt or Black Belt.
• Business Analysis certifications (BCS, CBAP, PMI-PBA).
• Experience with organisational change management.
• Familiarity with ITIL 4 principles and service management best practices.

Key Competencies

• Business Process Improvement
• Service Design
• Business Analysis
• Stakeholder Management
• Requirements Engineering
• Process Mapping
• Agile Delivery
• ServiceNow Platform Knowledge
• Digital Transformation
• Facilitation and Workshop Leadership
• Communication and Influencing Skills
• Problem Solving and Critical Thinking

Deliverables

The consultant will be expected to deliver:

• Current and future-state process maps.
• Business requirements and functional specifications.
• User stories with clear acceptance criteria.
• Process improvement recommendations.
• Business readiness and UAT support documentation.
• Governance and decision papers where required.
• Knowledge transfer to client teams to support long-term operational success.

Contract Details

• Contract Duration: 12 Months
• Engagement: Contract (Day Rate or Fixed-Term)
• Location: Hybrid working
• Security Clearance: Ability to obtain or hold relevant government security clearance may be required.
• Start Date: ASAP