ServiceNow PSDS Business Process Consultant

OVERVIEW

iTech AG is seeking a strong Service Now Business Process Consultant to support a Public Sector Digital Services (PSDS) opportunity. Because this work will be delivered through Service Now, the resource must bring strong platform knowledge, relevant certifications, and proven experience translating public sector service delivery needs into scalable Service Now solutions.

The ideal candidate has experience with CRM-style workflows, business process discovery, requirements definition, stakeholder facilitation, process mapping, user story development, and Service Now PSDS or CSM implementations. PSDS experience and certification are preferred; CSM experience and certification may be acceptable when paired with strong CRM workflow experience.

• Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for Service Now PSDS/CSM solutions
• Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
• Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
• Advise clients and delivery teams on Service Now PSDS/CSM best practices, platform-aligned workflow design, and process standardization
• Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
• Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
• Other duties as assigned

• Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting Service Now implementations
• Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
• Experience implementing or supporting Service Now PSDS preferred;
  Service Now CSM experience may be acceptable when paired with strong CRM workflow experience
• Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/work spaces, reporting, and workflow automation requirements
• Strong understanding of Service Now platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication

• Bachelor’s degree or equivalent years of experience
• Service Now Certified System Administrator (CSA) preferred
• Service Now Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable

• Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows
• Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
• Additional Service Now certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products

• Ability to obtain and maintain a Public Trust
• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to reasona Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.