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Our client, a global IT company, are hiring an experienced ServiceNow PSDS Business Process Consultant to join their team on a 12-month contract in Washington D.C. The successful candidate will help shape and deliver user-centric digital services aligned with Public Sector Digital Services (PSDS) objectives, while analyzing existing processes, designing future-state solutions, and maximizing ServiceNow's out-of-the-box capabilities.
Responsibilities-
Lead business process discovery and design workshops with stakeholders across multiple business functions.
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Analyze As-Is processes and design optimized To-Be processes aligned with ServiceNow best practices.
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Translate business requirements into functional requirements, user stories, and clear acceptance criteria.
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Facilitate process mapping using BPMN, Lean, Value Stream Mapping or equivalent methodologies.
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Support ServiceNow implementations across modules including ITSM, CSM, HRSD, IRM and SPM.
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Drive process standardization, automation and continuous improvement initiatives.
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Support Agile ceremonies, including backlog refinement, sprint planning and User Acceptance Testing (UAT).
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Develop high-quality documentation, including BRDs, functional specifications, process maps, user stories and SOPs.
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Engage with operational teams, senior stakeholders and program leadership to drive alignment and informed decision-making.
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Identify process risks, dependencies and opportunities for optimization.
Skillset-
Proven experience as a Business Process Consultant or Senior Business Analyst supporting ServiceNow implementations and digital transformation programs.
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Strong knowledge of ServiceNow platform capabilities, best practices, and implementation methodologies.
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Experience delivering complex digital transformation initiatives within public sector or regulated environments.
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Strong expertise in business process modeling, analysis and continuous improvement.
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Proven ability to gather, document, analyze and validate complex business requirements.
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Experience working in Agile delivery environments, including Scrum, Kanban, or SAFe.
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Excellent communication skills with ability to effectively bridge the gap between business stakeholders and technical delivery teams.
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Working knowledge of ITIL 4 and service management best practices.
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ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification is a plus.
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Ability to obtain or hold relevant government security clearance may be required.
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Our client, a leading ServiceNow Elite Partner, is hiring a German-speaking ServiceNow Business Analyst to join their newly established Centre of Excellence in Berlin. Leveraging your skills in HR Service Delivery (HRSD) and Customer Service Management (CSM), the successful candidate will lead requirements gathering, stakeholder engagement and solution design across complex ServiceNow transformation programmes.
Responsibilities- Analyse, prioritise and translate business requirements into scalable ServiceNow HRSD and CSM solutions.
- Lead workshops and advise stakeholders on best-practice customer and employee service processes.
- Design end-to-end ServiceNow solutions, considering integrations, governance and platform standards.
- Identify and deliver AI-enabled use cases including intelligent automation, virtual agents and self-service capabilities.
- Support project delivery from discovery through to go-live, managing key stakeholder relationships throughout.
- Contribute to practice growth through pre-sales activities, RFP/RFI responses, proposal development, client presentations and solution demonstrations.
- Help shape the new Centre of Excellence by mentoring colleagues, sharing knowledge and supporting capability development.
Skillset- Fluent German and English.
- Proven experience as a ServiceNow Business Analyst or Consultant with a strong focus on CSM or HRSD.
- Strong understanding of the ServiceNow platform, including workflows, integrations and solution architecture.
- Experience supporting sales and business development activities, including RFPs, bids, proposals, and client-facing presentations.
- Experience with emerging technologies including AI, Now Assist etc
- ServiceNow certifications such as CSA, CIS CSM or CIS HRSD are highly desirable.
- Excellent communication, stakeholder management and workshop facilitation skills.
