ServiceNow Business Process Consultant Jobs

ServiceNow Technical Architect – CSM (Customer Service Management)
Location: Remote (Germany-based Retail Client)
Language Requirement: Fluent in German and English
Job Type: Contract / Freelance 
Start Date: ASAP


Our client are hiring a highly skilled and experienced ServiceNow Technical Architect with deep, hands-on expertise in Customer Service Management (CSM) to support a leading retail client in Germany. This role demands both strategic leadership and strong technical execution to drive complex ServiceNow implementations in a dynamic, customer-facing environment.

As the Technical Architect, you will be responsible for shaping and delivering end-to-end ServiceNow CSM solutions while collaborating closely with business stakeholders, developers, and cross-functional teams. This is a remote role; however, fluency in German is essential due to the client-facing nature of the project.


Responsibilities

• Act as the technical lead and architect for the full lifecycle of CSM implementations and enhancements.
• Translate business requirements into well-architected, scalable and performant ServiceNow solutions.
• Provide hands-on configuration, scripting and integration work within the ServiceNow platform.
• Collaborate with Product Owners, Process Owners, Developers and other Architects to ensure design consistency and platform best practices.
• Lead technical workshops and solution architecture sessions with stakeholders.
• Provide governance and design oversight across CSM workflows, case management, virtual agents, knowledge management and customer portals.
• Ensure platform performance, security and compliance with enterprise standards.
• Proactively identify technical risks and develop mitigation strategies.
• Provide mentorship to junior ServiceNow developers and support knowledge transfer to internal teams.

Skillset

• Fluent in German (C1+) and English.
• 5+ years of hands-on experience as a ServiceNow Technical Architect, with a strong recent focus on CSM.
• Proven track record delivering complex, high-volume CSM projects in enterprise or retail environments.
• Deep understanding of the ServiceNow platform architecture, capabilities and data model.
• Expert-level hands-on knowledge of ServiceNow Studio and Application Scoping, CSM modules, IntegrationHub, Flow Designer, REST/SOAP integrations, Service Portal customization and UI policies/scripts
• Familiarity with ITSM, FSM, or other ServiceNow modules is a plus.
• ServiceNow Certified Technical Architect (CTA) or Certified Implementation Specialist – CSM is a plus.
• Experience working with large-scale retail customers or B2C service environments is a bonus.
• Exposure to Agile/Scrum project methodologies.
• Previous experience leading offshore/nearshore development teams.

Contact ailsa@alldus.com for more details. 

Job Title: Project Lead / ServiceNow Business Process Consultant
Contract: 3-Month Rolling
Location: Remote
Start Date: ASAP


Our client, a Prestigious High-Priority Customer, is hiring a skilled CSM Project Lead / ServiceNow Consultant to deliver a high-impact project for a key enterprise client. This role combines hands-on ServiceNow expertise with project leadership, driving process optimisation and ensuring successful delivery.


Responsibilities

• Lead ServiceNow CSM implementation.
• Analyse and improve business processes using ServiceNow best practices.
• Leading project from Business Process & Functional expert level
• Manage stakeholders, timelines and project risks.

Skillset

• Strong experience in ServiceNow consultancy and project leadership.
• Deep understanding of ServiceNow modules and ITIL processes.
• Excellent communication and stakeholder management skills.
• Relevant ServiceNow certifications preferred.

Job Title: ITSM Consultant – Contract 
Location: Remote - Germany
Contract Length: 3+ Months
Start Date: ASAP


Our client, a global tech company, are hiring an experienced ITSM Consultant for a freelance position focused on enhancing and optimizing IT Service Management processes within a ServiceNow environment. The successful canddiate will be responsible for designing, implementing, and improving a series of critical features and workflows to support business operations and drive efficiency.


Responsibilities

• Implement and enhance Store Case Synchronization functionality.

• Improve Incident Synchronization across relevant systems.

• Optimize workflows and improve synchronization enhancements.

• Deliver synchronization enhancements related to incident data and workflows.

• Design and implement Reusable Questions, Availability User Criteria, Catalog Taxonomy, Catalog Builder Template, Catalog Builder Wizard Enhancements (Service Offering), Custom Fulfillment Steps (for Service Offering Approval & Financial Approval) and Notification Mechanisms.

• Manage Schedule Data including working hours and holiday calendars.

• Define and implement SLA Definitions.

• Develop and configure SLA Notifications (Breach and Warning alerts).

• Define and utilize key Metrics (e.g. time spent per status on a per-ticket basis).

• Create and manage Indicator Definitions for performance tracking and service reporting.

Skillset

• Proven experience working with ServiceNow ITSM.

• Strong understanding of Incident, Problem and Major Incident Management.

• Expertise in Service Catalog design and configuration.

• Experience with SLA policies, workflows and notifications.

• Background in reporting, metrics and performance indicators.

• ServiceNow certifications (e.g. Certified System Administrator, ITSM Implementer) are a bonus.

• Previous experience in a contract/consulting capacity is a plus.

• Familiarity with agile project delivery methods.

• Strong analytical and communication skills.

• Ability to work autonomously and drive delivery in a fast-paced environment.

To Apply, please send your CV and a brief cover note to ailsa@alldus.com.

ServiceNow GRC Developer - Business Continuity Management
Location: Remote (1–2 hour time difference from client)
Contract: Approx. 3 days/week (flexible)


Our client, a global tech organization, are hiring an experienced ServiceNow GRC Developer to join the team remotely on a part-time contract. The successful candidate will utilize their skills in the Risk module, specifically within Business Continuity Management (BCM) as part of GRC (Governance, Risk and Compliance) for a leading client in the banking industry.


Responsibilities

• Translate business requirements into BCM user stories for the SBPC (ServiceNow Business Process Consultant) team to configure.
• Collaborate with stakeholders to support BCM workshops as needed.
• Provide guidance on best practices within the ServiceNow Risk and BCM framework.

Skillset

• Proven experience delivering ServiceNow GRC/Risk projects, with a focus on BCM implementation.
• Ability to develop functional user stories aligned with ServiceNow best practices.
• Strong client-facing and communication skills in English.
• Available to work within a 1–2 hour time zone overlap.

If you are interested or would like to learn more, please get in touch - ailsa@alldus.com.

Alldus is hiring a ServiceNow FSM Business Process Consultant to help one of our clients optimize their Field Service Management processes. This is a 6-month contract, 100% remote role.


Responsibilities

• Analyze business needs and define ServiceNow FSM workflows.

• Work with stakeholders to optimize field service operations.

• Develop process maps and functional specifications.

• Provide recommendations for ServiceNow FSM configuration and automation.

• Conduct training and knowledge transfer sessions.

Skillset

• 3+ years of experience in ServiceNow FSM and business process consulting.

• Deep understanding of field service workflows and best practices.

• Strong analytical and communication skills.

• Experience working with ServiceNow developers and architects.

• ServiceNow certifications (preferred).

• Must be a US Citizen and eligible to work without sponsorship.

Our client, a leader in the entertainment industry, is hiring a ServiceNow Senior Business Process Consultant to join their team on a contract basis. The successful candidate will play a key role in translating enterprise business needs into scalable process improvements, driving meaningful impact across complex, large-scale operations.


Responsibilities

• Evaluate, document and enhance workflows spanning multiple business units.

• Partner with stakeholders in an Agile Scrum environment to consolidate and clarify business requirements.

• Communicate process strengths, constraints, and improvement opportunities clearly and effectively.

• Lead improvements to onboarding and offboarding processes via service portals and ITSM platforms.

• Promote and implement best practices to support operational efficiency and strategic alignment.

Skillset

• Certified or experienced in CSA and ITILv4 frameworks.

• Demonstrated success working with enterprise-level clients and managing diverse stakeholder needs.

• Experienced in Agile Scrum environments, with strong collaboration skills across cross-functional teams.

• Proven ability to document, streamline and optimise complex workflows.

• Familiar with onboarding and offboarding processes and workflows.

• Hands-on experience with ITSM platforms, particularly ServiceNow.

• In-depth knowledge of Asset Management and Configuration Management Databases (CMDB).

• Skilled in designing and maintaining Service Portals.

• Exceptional verbal and written communication skills.

ServiceNow IRM Solution Architect
Location: Remote (Germany-based) with monthly travel to Zurich (expenses covered)
Contract Type: Freelance / Contract
Start: ASAP


Our client, an Elite ServiceNow Partner, are hiring a Senior ServiceNow IRM Solution Architect to join the team remotely on a long-term contract. The successful candidate will play a key role in delivering a high-impact Operational Risk Management (ORM) program for a leading Swiss bank, supporting the implementation and optimization of ServiceNow’s Integrated Risk Management (IRM) module.


Responsibilities

• Guide and advise on IRM process design, especially where client needs diverge from ServiceNow out-of-the-box (OOTB) solutions.

• Recommend optimal, scalable solutions aligned with platform and industry best practices.

• Lead the architecture and mid-level design of ORM features, ensuring sustainability and alignment with the client’s risk framework.

• Collaborate closely with product owners and stakeholders to shape and manage the product backlog.

• Define and estimate user stories, as well as support sprint planning and defect resolution

• Drive deployments into higher environments (UAT, Production), ensuring well-documented and validated releases.

• Act as a trusted advisor to business and IT to drive alignment to ServiceNow IRM best practices across risk scoring, control monitoring, issue management, and compliance

• Support internal delivery teams, mentoring junior consultants and developers where needed.

Skillset

• Strong expertise in ServiceNow IRM, particularly in Operational Risk Management.

• ServiceNow Risk Certifications are essential.

• Proven experience in Solution Architecture and Agile delivery.

• Strong client-facing communication and stakeholder engagement skills.

• Comfortable advising and working at senior levels within financial institutions.

• Ability to work independently and lead both client interactions and delivery direction.

• Based in Germany, with ability to travel to Zurich once per month (fully expensed).

Job Title: French-Speaking HRSD Architect (Remote, Contract Role)
Location: Remote (Europe-based preferred)
Contract Type: Freelance/Contract
Language Requirements: Fluent in French and English


Our client, a leading tech company, is hiring a French-Speaking HRSD Architect to join their team remotely on a contract basis. The successful candidate will design and implement HRSD solutions in ServiceNow that align with business goals, as well as advising on HR automation best practices.


Responsibilities

• Design and develop HRSD solutions aligned with business requirements and organizational goals.

• Collaborate with stakeholders to gather and analyse functional and technical requirements.

• Lead the end-to-end architecture, implementation and configuration of HRSD solutions within ServiceNow.

• Provide strategic guidance on best practices for HR process automation and self-service workflows.

• Customize and optimize HR portals, case management and knowledge bases.

• Develop integration strategies between HRSD and other enterprise systems.

• Perform testing, validation and troubleshooting to ensure system stability and performance.

• Train and mentor internal teams on HRSD solutions and configurations.

• Document processes, configurations and system changes for future reference.

Skillset

• Fluency in French and English is mandatory.

• Proven experience as an HRSD Architect, preferably with expertise in ServiceNow HRSD modules.

• Strong understanding of HR processes, workflows and service delivery models.

• Familiarity with NowCreate Methodology.

• Solid experience in designing and implementing HRSD solutions, including case and knowledge management.

Please contact ailsa@alldus.com or nicolar@alldus.com with your latest CV for more information. 

Our client, a global IT Consulting organization, are hiring a ServiceNow Business Process Consultant to join the team in San Jose, CA on a contract basis. The successful candidate will play a key part in analyzing, designing and optimizing customer-facing business processes within the Customer Service Management (CSM) module on the ServiceNow platform.


Responsibilities

• Serve as the Subject Matter Expert (SME) for ServiceNow CSM, providing guidance on platform capabilities and best practices.

• Evaluate current customer service processes to identify areas for automation, enhancement and efficiency gains.

• Design and document end-to-end workflows and CSM solutions aligned with strategic business goals.

• Facilitate stakeholder workshops to gather requirements and ensure alignment on solution design.

• Collaborate with developers and technical teams to implement and validate process improvements.

• Develop use cases and test scenarios, and support User Acceptance Testing (UAT) to ensure solution effectiveness.

• Provide expertise on configuration, customization and integration with other ServiceNow modules such as ITSM, FSM and HRSD.

• Support the rollout of new features and platform upgrades, promoting smooth transitions and user adoption.

• Create and deliver user training sessions and comprehensive documentation for end users and support staff.

• Remain current on the latest ServiceNow CSM updates, features, and emerging trends.

Skillset

• Bachelor’s degree in Business, Information Technology, Computer Science or similar.

• Minimum of 3 years of experience as a Business Process Consultant or Analyst, with a strong focus on ServiceNow Customer Service Management (CSM).

• ServiceNow Certified Implementation Specialist - CSM certification is required.

• Solid understanding of the ServiceNow platform architecture, including workflows, configurations and integrations.

• Proven experience in designing, streamlining and optimizing customer service processes.

• Hands-on experience in Agile/Scrum methodologies, utilizing tools such as JIRA or ServiceNow Agile Development.

• Knowledge of industry frameworks such as ITIL, COBIT or Six Sigma is a plus.

• Exceptional communication skills with the ability to convey complex technical concepts to business stakeholders.

Our client, an exciting ServiceNow partner, is hiring a German-Speaking ServiceNow Consultant (FSM) for a 6 month freelance project.


Responsibilities

• Speak German to project teams & customers.

• Lead, develop and design solutions within an architectural framework in collaboration peers and Development team.

• Collaborate with technical teams to define standards and best practice for customisation and integration of ServiceNow platform.

• Translate business process requirements from Product owners into technical designs.

• Advise, qualify and question customer requirements, especially in complex projects and in the case of unclear customer requirements.

• Oversee the implementation of new features, modules and enhancements.

• Able to communicate complex issues with stakeholders and technical staff.

Skillset

• Minimum of 4 years of experience of ServiceNow development and implementation.

• At least four years of experience in delivering Integrations within the ServiceNow platform.

• Demonstrated experience of implementing multiple applications in ServiceNow including ITSM and FSM.

• Thorough understanding of ITIL processes, such as Incident, Problem, Configuration management and Change management.

• Experience of developing custom applications in ServiceNow 

Please get in touch ailsa@alldus.com.

Alldus International Ltd is looking for a ServiceNow Consultant (FSM) on a freelance position to join one of our exciting IT Consulting clients.


Responsibilities

• Lead and design solutions within an architectural framework in collaboration peers and Development team.

• Collaborate with technical teams to define standards and best practice for customisation and integration of ServiceNow platform.

• Translate business process requirements from Product owners into technical designs.

• Advize, qualify and question customer requirements, especially in complex projects and in the case of unclear customer requirements.

• Oversee the implementation of new features, modules and enhancements.

• Able to communicate complex issues with stakeholders and technical staff.

Skillset

• 4+ years of experience of ServiceNow development and implementation.

• 4+ years of experience in delivering Integrations within the ServiceNow platform.

• Demonstrable experience of implementing multiple applications in ServiceNow including ITSM and FSM.

• Thorough understanding of ITIL processes, such as Incident, Problem, Configuration management and Change management.

• Experience of developing custom applications in ServiceNow .

Please get in touch ailsa@alldus.com.

Our client, an established software provider, are hiring a ServiceNow SPM Functional Lead to join the team on a contract basis in Dallas, TX. The successful candidate will design and configure solutions on the ServiceNow platform, lead projects to ensure successful delivery and transform business needs into scalable, efficient and user-centric ServiceNow applications.


Responsibilities

• Partner with business stakeholders to elicit, define and document comprehensive business requirements.

• Design and deploy ServiceNow solutions that align with organizational objectives and adhere to industry standards.

• Configure and tailor key ServiceNow modules, including Service Portfolio Management (SPM), HR Service Delivery (HRSD), Customer Service Management (CSM), IT Operations Management (ITOM) and Security Operations (SecOps).

• Act as the subject matter expert on ServiceNow functionality, offering advice on best practices and system limitations.

• Collaborate with development teams to convert functional requirements into precise technical specifications.

• Oversee solution testing, validation and quality assurance to guarantee successful implementation.

• Conduct user training and facilitate change management to support adoption and process improvements.

• Keep up to date with ServiceNow platform enhancements, new capabilities and industry developments, recommending improvements proactively.

Skillset

• Demonstrated experience as a ServiceNow Functional Consultant or in a comparable role delivering projects from initiation to completion.

• In-depth expertise with ServiceNow modules such as SPM, HRSD, CSM, ITOM, SecOps and associated workflows.

• Comprehensive understanding of IT Service Management (ITSM) processes and recognized industry best practices.

• Proven ability to gather requirements, perform business analysis and manage stakeholder relationships effectively.

• Practical experience in configuring and customizing ServiceNow workflows, forms, business rules and UI policies.

• Strong communication and interpersonal skills, capable of engaging with a broad range of stakeholders.

• Experience in project management activities including planning, scheduling, risk mitigation, and reporting.

• Skilled in delivering user training and leading change management efforts.

• Excellent analytical thinking, problem-solving abilities and thorough documentation skills.

• Possession of ServiceNow Certified System Administrator or other relevant certifications is a bonus.

Our client, a Fortune 500 company, is hiring a ServiceNow FSM Business Process Consultant to join the team remotely on a contract basis. The successful candidate will be instrumental in driving digital transformation and achieving business outcomes through the effective delivery of field service solutions on the ServiceNow platform.


Responsibilities

• Collaborate directly with customers to understand their strategic goals and how the organization’s solutions can support them.

• Lead workshops to define, re-engineer and optimize business processes for ServiceNow Field Service Management (FSM) implementations.

• Analyze customer objectives and challenges to deliver targeted, high-impact recommendations.

• Develop detailed documentation, including process designs, use cases and stakeholder roles.

• Identify opportunities for process improvement and recommend data-driven solutions with clear benefits and risks.

• Present insights and strategic recommendations aligned with business objectives and transformation goals.

• Define and recommend KPIs and metrics to measure the impact of FSM solutions and drive continual service improvement.

• Deliver transformation roadmaps to accelerate adoption and maturity of Enterprise Service Management.

• Create and present tailored proposals incorporating ServiceNow products and services.

• Collaborate with internal ServiceNow teams to share best practices and provide thought leadership.

Skillset

• Demonstrated experience in business process consulting, with a focus on Field Service Management and/or the ServiceNow platform.

• Skilled in facilitating workshops, producing clear documentation and engaging effectively with stakeholders at all levels.

• Proven track record of translating complex business needs into practical, technology-driven solutions.

• Customer-centric approach with a strong emphasis on delivering tangible, measurable outcomes.

• Exceptional communication, teamwork and organizational abilities.

• Comfortable navigating and adapting within a dynamic, fast-changing technology environment.

Our client, a global tech leader, are hiring a ServiceNow Business Process Consultant to join the team remotely on a contract basis. With a background in HRSD and CSM, the successful candidate will be instrumental in designing and configuring solutions across multiple modules, working closely with cross-functional teams to ensure successful delivery.


Responsibilities

• Apply standard branding using Service Portal Designer within Employee Center Pro.

• Customize standard page layouts and rearrange widgets as needed.

• Set up the App Launcher to include five standard external applications.

• Enable Virtual Agent with out-of-the-box conversations and up to two custom topics.

• Configure the standard Now Mobile store application.

• Update the mobile app to support all relevant ServiceNow solutions.

• Implement standard 'Conversational Integration with Slack' available in the ServiceNow Store.

• Deliver up to 20 hours of configuration services, which includes installation and activation of Virtual Agent and required plugins, setup of standard system properties, and application of standard branding options.

Skillset

• Demonstrated expertise in ServiceNow consulting and solution implementation.

• In-depth knowledge of Employee Center Pro, Now Mobile, Conversational Integrations and Virtual Agent capabilities.

• Strong communication skills with a proven ability to collaborate effectively with cross-functional teams in remote work environments.

• Possession of current ServiceNow certifications  including CSA, CAD & CIS-HRSD