ServiceNow CSM Business Process Consultant Jobs

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.

• Analyze As-Is processes and design optimized To-Be processes aligned with ServiceNow best practices.

• Translate business requirements into functional requirements, user stories, and clear acceptance criteria.

• Facilitate process mapping using BPMN, Lean, Value Stream Mapping or equivalent methodologies.

• Support ServiceNow implementations across modules including ITSM, CSM, HRSD, IRM and SPM.

• Drive process standardization, automation and continuous improvement initiatives.

• Support Agile ceremonies, including backlog refinement, sprint planning and User Acceptance Testing (UAT).

• Develop high-quality documentation, including BRDs, functional specifications, process maps, user stories and SOPs.

• Engage with operational teams, senior stakeholders and program leadership to drive alignment and informed decision-making.

• 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.

• Strong knowledge of ServiceNow platform capabilities, best practices, and implementation methodologies.

• Experience delivering complex digital transformation initiatives within public sector or regulated environments.

• Strong expertise in business process modeling, analysis and continuous improvement.

• Proven ability to gather, document, analyze and validate complex business requirements.

• Experience working in Agile delivery environments, including Scrum, Kanban, or SAFe.

• Excellent communication skills with ability to effectively bridge the gap between business stakeholders and technical delivery teams.

• Working knowledge of ITIL 4 and service management best practices.

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certification is a plus.

• Ability to obtain or hold relevant government security clearance may be required.

Our client, a growing ServiceNow services organization, is hiring a Director of Business Processes to join their New York team on a contract basis. The successful candidate will be responsible for overseeing and enhancing the Business Process Consulting function, driving consulting excellence, developing and mentoring high-performing teams, establishing best practices, and acting as a strategic advisor to senior client stakeholders and executives.


Responsibilities

• Lead, mentor and develop a high-performing team of Business Process Consultants, nurturing a culture of collaboration, accountability and continuous improvement.

• Define, implement and evolve consulting methodologies, standards, frameworks and best practices across the Business Process Consulting function.

• Act as a trusted advisor to senior client stakeholders, providing strategic guidance on business transformation and ServiceNow adoption.

• Provide leadership and governance across client engagements, ensuring successful delivery, value realization and high levels of customer satisfaction.

• Facilitate executive workshops, discovery sessions, roadmap planning activities and strategic stakeholder engagements.

• Ensure business requirements are effectively captured, prioritized and translated into scalable ServiceNow solutions that align with organizational objectives.

• Partner with Sales and Solution Consulting teams to support pre-sales activities, including solution shaping, proposals, customer presentations and opportunity development.

• Drive capability development, workforce planning, recruitment and career progression initiatives to support the growth of the consulting practice.

• Champion Agile delivery principles, ServiceNow best practices and organizational change management strategies across all engagements.

• Monitor delivery performance, customer feedback and operational metrics to drive continuous improvement and consulting excellence.

Skillset

• Bachelor's degree with a minimum of 8 years' experience delivering ServiceNow consulting engagements.

• Strong background in business process analysis, design and transformation.

• Previous experience leading, mentoring and managing Business Process Consultants or comparable consulting teams.

• ServiceNow Certified Implementation Specialist (CIS) certification(s) required.

• ITIL Foundation certification would be an advantage.  

• Agile certifications, such as SAFe or equivalent methodologies, are highly desirable.

• Extensive knowledge of ServiceNow ITSM, complemented by experience in one or more additional areas such as SPM, ITOM, SAM/HAM, HRSD, CSM or related platform capabilities.

• Proven ability to facilitate complex client workshops and engage effectively with senior stakeholders and executive leadership teams.

• Background working within a consultancy, professional services environment or ServiceNow partner ecosystem.