ServiceNow Business Process Consultant (ITOM)

New York, New York

ServiceNow - Business Analyst / Process Consultant

Permanent

Our client, an established IT Services & Consulting organization, is hiring an experienced ServiceNow Business Process Consultant to join the team in New York. Focusing on the ITOM (IT Operations Management) module, the successful candidate will play a key role in delivering high-impact transformation projects, from helping clients understand their business processes, translating requirements into effective ServiceNow solutions and supporting smooth implementation and adoption.

Responsibilities

Advise clients and internal teams on industry standards and ServiceNow best practices.
Understand and effectively communicate the company’s products and service offerings.
Conduct product demonstrations and facilitating collaborative client workshops.
Gather, analyze and document business requirements.
Identify gaps, inefficiencies or opportunities for process improvement.
Translate business requirements into detailed Agile user stories.
Support User Acceptance Testing (UAT) to ensure solution quality.
Assist with Organizational Change Management (OCM) activities to drive adoption.
Serve as a trusted advisor to business stakeholders, ensuring solutions are aligned with organizational objectives and deliver real business value.

Skillset

Bachelor’s degree with at least 4 years of experience as a Business Process Consultant or Business Analyst.
Strong knowledge of the ITOM (IT Operations Management) module.
Hands-on experience with ServiceNow as a System Administrator.
ServiceNow System Administrator Certification. Additional certifications is a bonus.
Demonstrated experience gathering and documenting business requirements for ServiceNow configuration.
Ability to clearly explain ServiceNow solutions to non-technical business stakeholders.
Strong knowledge of the ITIL framework. ITL certification is a plus.
Experience working in Agile environments, including story refinement, testing and Scrum practices.
Excellent interpersonal, communication and stakeholder management skills.