ServiceNow Business Process Consultant (335)

Overview

iTech AG is seeking a ServiceNow Business Process Consultant to support federal customer engagements. The role involves leading process discovery, analysis, optimization, and solution alignment efforts across the ServiceNow platform. The ideal candidate will combine strong business analysis and consulting skills with hands-on ServiceNow experience.

Responsibilities

• Lead process discovery, analysis, and optimization sessions with customer sponsors, process owners, and key stakeholders.
• Facilitate workshops to assess current-state processes, identify pain points, and define desired future-state outcomes.
• Translate business needs into clear process definitions, user stories, acceptance criteria, and implementation-ready requirements.
• Advise Product Owners throughout the engagement on story refinement, prioritization, process alignment, and roadmap sequencing.
• Collaborate with solution architects, developers, and technical consultants to ensure process design aligns with ServiceNow best practices and platform capabilities.
• Identify opportunities for automation, process improvement, standardization, and operational efficiency.
• Support the development of process maps, journey maps, requirements documents, workflow diagrams, and other solution artifacts.
• Help customers understand the impact of process decisions on implementation approach, adoption, reporting, and long-term maintainability.
• Support integration planning by identifying data flow, process dependencies, and reporting considerations across systems.
• Communicate effectively with business, technical, and executive stakeholders at varying levels of detail.
• Ensure deliverables are accurate, well-organized, timely, and aligned to customer objectives and project outcomes.
• Contribute to team knowledge-sharing, best practices, and continuous improvement across the practice.

Minimum Qualifications

• 3+ years of experience in business process consulting, business analysis, or process design within a technology or consulting environment.
• Hands-on experience with ServiceNow implementations, ideally in federal or large enterprise environments.
• Strong understanding of the Business Analyst function, including requirements gathering, process mapping, facilitation, and documentation.
• Proven experience leading customer workshops and stakeholder interviews.
• Ability to analyze complex business processes and identify current-state gaps and future-state opportunities.
• Strong written and verbal communication skills, including the ability to present clearly to both technical and non-technical audiences.
• Experience collaborating with developers, architects, project managers, product owners, and customer stakeholders.
• Strong interpersonal skills, professionalism, and a customer-first mindset.
• Ability to manage multiple priorities while maintaining attention to detail and quality.

Prioritized Qualifications

• One or more ServiceNow Certified Implementation Specialist (CIS) certifications, preferably CIS-ITSM.
• Experience with multiple ServiceNow applications.
• Background in process mining, process analysis, or business process improvement methodologies.