ServiceNow Business Process Consultant (Manager)

Accountabilities:

• • Lead business process consulting activities across ServiceNow implementations, helping clients assess current-state processes, define future-state workflows, and identify opportunities for automation and improvement.
  • Facilitate client workshops, discovery sessions, and collaborative working meetings to gather requirements, align stakeholders, and translate business challenges into practical ServiceNow solutions.
  • Define, document, and refine user stories, acceptance criteria, business requirements, and process documentation to support successful implementation and delivery.
  • Demonstrate out-of-the-box ServiceNow functionality and help clients understand how platform capabilities can address their operational and business needs.
  • Support implementations across multiple ServiceNow modules, with exposure to areas such as CSM, HRSD, SPM, GRC, Enterprise Asset Management, NowAssist, and AI Agents.
  • Help clients develop and execute end-to-end User Acceptance Testing plans, ensuring solutions meet business requirements and intended outcomes.
  • Analyze process data, identify trends and root causes, develop KPIs and performance metrics, and recommend improvements that increase efficiency and business value.
  • Work closely with technical leaders to configure, implement, and optimize ServiceNow and related automation solutions while ensuring alignment with business requirements.
  • Support project planning, scheduling, status reporting, risk management, deliverable coordination, and execution within hybrid Waterfall/Scrum environments.
  • Participate in Scrum ceremonies, including standups, and help maintain project momentum, timelines, and stakeholder alignment.
  • Create clear PowerPoint presentations, visualizations, recommendations, and executive-ready communications that translate complex technical and process concepts for diverse audiences.
  • Apply relevant industry knowledge, regulatory considerations, and business context to tailor ServiceNow solutions to client needs.
  • Maintain strong client relationships, communicate proactively, and adapt delivery approaches as priorities, requirements, and timelines evolve.
  • Continue developing ServiceNow expertise through training, certifications, micro-certifications, delivery accreditations, and emerging automation practices.

  Requirements:

  • Bachelor’s or Master’s degree in a relevant discipline, or equivalent professional experience.
  • At least 3 years of experience as a ServiceNow Business Process Consultant, ideally gained through increasingly complex implementations with a ServiceNow Elite-level partner.
  • Experience delivering at least 6 greenfield implementations involving multiple ServiceNow modules, including exposure to NowAssist and AI Agents; experience with CSM, HRSD, Enterprise Asset Management, SPM, or GRC is preferred.
  • Current ServiceNow Certified System Administrator (CSA) certification is required.
  • ServiceNow Learning Business Process Analyst Practitioner or Business Process Analyst Professional badge is required.
  • Training in Agile 2.0 and Test Management 2.0, along with relevant ServiceNow micro-certifications, is strongly preferred.
  • Strong knowledge of ServiceNow implementation methodologies, including NowCreate and ServiceNow best practices.
  • Proven ability to define and document high-quality user stories, acceptance criteria, and business requirements.
  • Experience with Agile and hybrid Waterfall/Agile delivery methodologies in ServiceNow implementations.
  • Strong analytical, critical-thinking, and problem-solving skills, combined with functional or technical expertise in cloud-based enterprise solutions.
  • Ability to analyze processes, troubleshoot issues, identify root causes, and develop practical recommendations supported by data.
  • Excellent verbal and written communication skills, including the ability to present complex technical concepts clearly to non-technical audiences.
  • Strong stakeholder-management and collaboration skills, with the ability to build trusted relationships across client and internal teams.
  • Understanding of industry-specific processes, regulations, compliance requirements, and business environments relevant to enterprise automation.
  • Willingness to continuously develop ServiceNow expertise and stay current with emerging technologies, automation trends, and best practices.
  • Ability to work independently in a fast-paced consulting environment while adapting to changing client requirements and priorities.
  • Willingness and ability to travel for client engagements and team collaboration, up to approximately 30%.

  Benefits:

  • Base salary: $145,000–$170,000 USD, depending on skills, certifications, experience, market factors, and travel requirements.
  • Estimated total compensation including annual incentive: $166,750–$212,500 USD.
  • Eligibility for an annual performance-based incentive program.
  • Medical, dental, and vision coverage for employees and eligible dependents.
  • 401(k) plan with a generous employer match.
  • Employee stock purchase plan.
  • Generous Paid Time Off policy.
  • Paid parental leave and adoption assistance.
  • Wellness programs supporting physical, financial, and overall well-being, including health screenings, coaching, and workshops.
  • Remote work flexibility across eligible locations in the United States, with client and team travel as required.
  • Opportunities to specialize in ServiceNow and develop expertise across multiple enterprise software modules.
  • Ongoing learning, certification, coaching, and professional development opportunities.
  • Exposure to emerging enterprise automation and AI capabilities, including NowAssist and AI Agents.
  • Collaborative consulting environment with opportunities to work across complex client engagements and multidisciplinary teams.