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ServiceNow – Business Process Consultant
Job in
Fayetteville, Cumberland County, North Carolina, 28303, USA
Listed on 2026-08-29
Listing for:
Inabia Software & Consulting
Full Time
position Listed on 2026-08-29
Job specializations:
-
IT/Tech
IT Consultant, IT Business Analyst, Business Systems & Technology Analysis, Change Management -
Business
Business Systems & Technology Analysis, Change Management
Job Description & How to Apply Below
Service Now – Business Process Consultant
The client is seeking a highly motivated Senior Service Now Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position suits someone who excels in both strategic process consulting and detailed business analysis, leading client engagements from discovery through delivery, and serving as a trusted advisor helping clients optimize their Service Now implementations through process alignment, requirements gathering, and stakeholder engagement.
Key Responsibilities
- Lead functional discovery sessions and process workshops to define client-specific business process solutions
- Advise clients on best practices for Service Now implementations across ITSM, ITOM, HRSD, CSM, and other modules
- Create dynamic collateral including process workflows, workshop presentations, and training materials
- Partner with IT leaders and process owners to drive organizational readiness and solution adoption
- Capture and document business requirements, user stories, and business cases aligned with Service Now capabilities
- Develop and maintain end-to-end process flows and gap analyses to support solution design
- Prepare and execute test plans, facilitate UAT, and support go-live activities
- Lead client training sessions and create user-friendly job aids to support platform adoption
- Serve as the "eyes and ears" of the delivery team throughout the project lifecycle
- Facilitate stakeholder demos and provide solution-focused support to improve process efficiency
Requirements / Must-Haves
- 5+ years of experience in Service Now consulting, with hands-on expertise across multiple modules
- 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement
- 1–2 years leading client workshops and translating business needs into actionable solutions
- 1–2 years supporting Scrum teams; strong understanding of Agile methodologies
- Excellent communication, facilitation, and documentation skills
Required Service Now Certifications (By Level)
- Junior — CSA and at least 1 CIS (any)
- Intermediate — CSA and at least 1 CIS (any)
- Senior — CSA, at least 1 CIS (any), and CTA
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