ServiceNow ITAM Business Process Consultant

Location: Santa Clara, CA (Remote)

About the role

Collaborate with senior stakeholders to align on strategic goals, document requirements, and lead more complex implementations compared to Senior Business Process Consultants. Develop the ability to consistently demonstrate business process thought leadership to the customer during times of ambiguity or conflict. Coach and mentor junior team members (Senior BPC, BPC, and Associate BPC) on solutioning, building expertise, and project challenges as they arise. Share learnings and new practices across the BPC community.

Responsibilities

• Analyze current processes and workflows to identify improvement areas, define measures to evaluate improvement using the ServiceNow platform, and share insights with product teams while advocating leading practices.
• Design processes built on ServiceNow to achieve customers' desired outcomes and develop expertise related to the processes enabled by the ServiceNow platform.
• Apply ServiceNow knowledge and workflow domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring proposed solutions meet customer expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills certifications on relevant workflows.
• Work with partners in a co-delivery engagement, bringing leading practices guidance to the customer and partner team.
• Play an important part of the Now Assure offering, working with ServiceNow Partners.
• Support the professional development of others through mentoring.
• Leverage or critically think about how to integrate AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Integrate AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.

Requirements

• 12+ years progressive experience as part of a professional services organization or equivalent education/experience.
• Ability to travel up to 50%.
• Industry domain expertise in relevant workflows.
• Creativity with comfort running projects independently.
• Experience driving complex issues through analysis and resolution.
• Experience working collaboratively.
• ServiceNow certifications in aligned workflow.
• Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.
• Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.

Benefits

• Comprehensive Medical Plan covering Medical, Dental, and Vision.
• Short-Term and Long-Term Disability Coverage.
• 401(k) Plan with Company match.
• Life Insurance.
• Vacation Time, Sick Leave, Paid Holidays.
• Paid Paternity and Maternity Leave.

Pay

The range displayed reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location, job level, and additional factors including job-related skills, experience, and relevant education or training. This position includes a bonus or variable payout component based on individual and organizational performance. Other forms of compensation, such as an annual performance-based bonus or sales incentive pay, may also be provided.