Principal Business Process Consultant - ITSM​/ITOM

Job-:
Atlanta Country:
United States State/Province:
Georgia

About This Role:

RGP is currently seeking a Principal Business Process Consultant for ITSM / ITOM to join our fast-growing Service Now Practice team. This role is responsible for the successful delivery of Service Now solutions and services in a client consulting environment. Business Process Consultants work with a wide range of organizations to help them operate more efficiently and gain greater value from the Service Now platform.

As a Principal Business Process Consultant for ITSM / ITOM, you are essential in designing and deploying best-practice process solutions that support the strategic goals of our customers. In this role, you will lead process discovery, re-engineering, improvement, and analysis sessions to identify solutions that are repeatable, efficient, and accelerate value through proven best practices. You will document, prioritize, and support delivery of solutions that enable customers to manage work more effectively and achieve project outcomes.

This role also plays a key part in helping clients establish and operationalize a Common Service Data Model (CSDM) aligned foundation, ensuring ITSM and ITOM processes are grounded in consistent service definitions, ownership models, and CMDB governance practices. Base Pay Range: $145,000 - $175,000 Other Compensation:
Incentive Compensation
* As part of our hiring process, individuals who are selected for employment will be required to complete a visual identity verification as part of initial screening along with standard identity verification process, such as I-9 submission, as part of the onboarding process.
* What You Will Work On:
Prepare and lead process discovery and requirements workshops with customer sponsors and key stakeholders. Document, communicate, and validate business, functional, and process requirements throughout the engagement lifecycle. Lead CSDM-aligned discovery workshops to define services, service offerings, application services, and supporting technical services in alignment with ITSM and ITOM use cases. Partner closely with technical consultants and solution architects to ensure process designs align with CSDM structures, service hierarchy, and CMDB best practices.

Advise customers on CSDM adoption strategy, including scope selection, sequencing, and maturity progression. Ensure incident, request, change, problem, and operational visibility processes are mapped to consistent service definitions and ownership models. Identify areas of process and data model improvement and recommend solutions that improve efficiency, platform sustainability, and long-term adoption, particularly across ITSM workflows, ITOM visibility, and CMDB alignment. Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures rather than ad-hoc or tool-specific models.

Provide guidance on Service Now tools, features, and capabilities that deliver incremental value. Ensure all process-related deliverables are complete, consistent, high quality, on time, and outcome-focused. Design and deliver tailored Service Now solution demonstrations aligned to customer objectives, including value-based metrics. Collaborate across the practice to support continuous improvement of delivery methods, best practices, collateral, and team development. Maintain deep expertise in Service Now products, platform capabilities, industry best practices, and emerging features.

Manage and balance multiple complex projects or initiatives concurrently.

What You Will Bring: 8+ years of experience in ITSM and/or ITOM process consulting and implementation. Bachelor’s degree or equivalent practical experience (5–10 years). 8+ years of experience working with…