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ServiceNow Business Process Consultant (ITOM)

New York, New York

ServiceNow - Business Analyst / Process Consultant

Permanent

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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.
Benefits
- Salary: Circa. $150k
- Comprehensive benefits package.