Senior Business Process Consultant; ITAM Expert

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role: Role Purpose Senior Business Process Consultants (BPCs) build trusted, long‑term relationships with customers by delivering exceptional consulting and managing end‑to‑end process improvements. Leveraging domain expertise, they contribute to early process design with technical consultants, gather requirements through workshops, and translate them into functional specifications. They analyze workflows for process improvements, implement automation, operations, and business stakeholders to deliver agreed results.

• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 Service Now offerings, positioning for career advancement.
• Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply Service Now knowledge and ITAM (HAM and SAM) domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on Service Now HAM and SAM product capabilities and leading practices, ensuring that the proposed solutions meet the customer's 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 Service Now 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 Service Now Certified Implementation Specialists for SAM and HAM.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem-solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• 8+ years progressive experience as part of a professional services organization; or equivalent education/experience.
• Ability to travel up to 50%.
• Industry domain expertise in implementing ITAM solutions in Service Now with a focus on Hardware, Software and Enterprise Asset Management. Also having a strong ITAM process background is required.
• Creativity with comfort running projects independently.
• Success driving complex issues through analysis and resolution.
• Experience working collaboratively.
• Service Now certifications in aligned workflow.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment…