ServiceNow IRM and VR Business Process Consultant

Windward Consulting is an Elite Service Now Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects.

Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 5.0 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career.

Windward is seeking a highly skilled and experienced Service Now Integrated Risk Management (IRM) and Vulnerability Response (VR) Business Process Consultant to play a key role in the successful implementation and adoption of Service Now applications across the organization. This role bridges business needs and technical solutions — gathering requirements, defining processes, and working closely with developers, architects, and stakeholders to ensure that the Service Now solution aligns with organizational goals and industry best practices for both government and commercial clients.

The ideal candidate will possess a unique blend of technical expertise, strategic thinking, and exceptional customer-facing skills.

This role combines strong technical expertise in the Service Now platform, demonstrated experience in the IRM and VR module, and consulting and implementation skills to deliver high-quality, scalable applications and modules.

• Engage stakeholders to identify, document, and prioritize business requirements for Service Now implementations, translating needs into actionable user stories and acceptance criteria.
• Conduct workshops, interviews, and process mapping sessions to capture current and future workflows, supporting process design and documentation.
• Collaborate with Service Now developers, architects, and platform owners to translate requirements into platform configurations, workflows, and automation, ensuring alignment with best practices and platform capabilities.
• Support data model, integration, and UI/UX design discussions, and participate in Agile or hybrid delivery activities such as sprint planning, backlog grooming, and user acceptance testing cycles.
• Ensure delivered solutions meet defined requirements and quality standards, coordinate user acceptance testing, and resolve issues as needed.
• Serve as the liaison between business units, IT, and the Service Now delivery team, providing project updates, status reports, and training sessions as needed.

• Bachelor’s degree in Information Systems, Business Administration, Computer Science, or related field.
• 3–5+ years of business analysis experience, with at least 2 years focused on Service Now implementations.
• Demonstrated experience in facilitating requirements gathering via workshops and system/content review, designing processees, and creating user story in an Agile environment.
• Familiarity with Service Now data structures, tables, and workflows.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.
• Understanding of integration points with other enterprise systems…