ServiceNow Business Process Consultant

OVERVIEW:

iTech AG is seeking a Service Now Business Process Consultant to support federal customer engagements by leading process discovery, analysis, optimization, and solution alignment efforts across the Service Now platform. This role serves as a trusted advisor to customer stakeholders, helping translate business needs into clear, actionable process designs and platform capabilities.

The ideal candidate combines strong business analysis and consulting skills with hands-on Service Now experience. They are confident in facilitating workshops, uncovering current-state challenges, defining future-state outcomes, and partnering closely with architects, developers, product owners, and client stakeholders to deliver practical, scalable solutions.

This role is best suited for a process-minded consultant who understands that successful Service Now delivery starts with understanding how the business works today, where it needs to go, and how to bridge that gap effectively.

• 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 Service Now 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.
• Other duties as assigned.

• 3+ years of experience in business process consulting, business analysis, or process design within a technology or consulting environment.
• Hands-on experience with Service Now 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.

• Bachelor’s degree in business administration, IT, or related field
• Service Now Certified Systems Administrator (CSA)

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