Senior Business Process Consultant – ServiceNow

We are an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner, combining deep technical expertise and industry experience to help our clients anticipate what’s next. Our offerings and proven solutions create a unique competitive advantage for our clients by giving them the power to see beyond and rise above. We work with many industry-leading organizations across the world, including 20 Fortune 50 companies and 4 of the 5 top banks in both the US and India, and numerous innovators across the healthcare ecosystem.

Our disruptor’s mindset, commitment to client success, and agility to thrive in the dynamic environment have enabled us to sustain our growth momentum. Persistent has been recognized across top industry platforms for innovation, leadership, and inclusion. We have delivered 23 sequential quarters of growth with $422.5M in Q3 FY26 revenue, up 4.0% Q-o-Q and 17.3% Y-o-Y growth. Our 26,500+ global team members, located in 18 countries, have been instrumental in helping the market leaders transform their industries.

We won the 2025 ISG Star of Excellence™ Award for AI and Data Excellence and were named a Leader in the Everest Group Talent Readiness for Next-generation Data, Analytics and AI Services PEAK Matrix® Assessment 2025.

The Senior Business Process Consultant – Service Now is a senior client facing specialist responsible for leading process transformation initiatives and ensuring that business service management processes are effectively designed, governed, and realized on the Service Now platform. This role owns end to end process design across one or more domains, aligns business objectives with Service Now capabilities, and ensures solutions follow industry best practices (ITIL v4, enterprise service management) while remaining scalable and upgrade safe.

The Senior Business Process Consultant acts as a trusted advisor to business and IT leaders, leads complex discovery and design workshops, mentors junior consultants, and works closely with Platform Architects, Technical Consultants, and Product Owners to drive successful process adoption and measurable outcomes.

• Role:
  Senior Business Process Consultant – Service Now
• Job Type: Full Time Employement
• Mandatory skills:
  Service Now implementations, Service Now OOTB & ITIL

• Process Leadership & Transformation
• Lead end to end process design and optimization initiatives across Service Now domains such as ITSM, CSM, HRSD, CMDB/SACM, Sec Ops, or GRC
• Define and document As Is and To Be process models, value streams, and service journeys
• Apply ITIL v4 and industry best practices to design efficient, outcome driven processes
• Drive process standardization and harmonization across business units and geographies
• Stakeholder Advisory & Workshop Facilitation
• Act as a trusted advisor to senior business, operations, and IT stakeholders
• Lead complex process discovery, design, and validation workshops
• Facilitate consensus on process decisions, governance models, and operating procedures
• Clearly communicate process tradeoffs, impacts, and benefits to leadership audiences
• Requirements Ownership & Solution Alignment
• Translate business process designs into epics, features, user stories, and acceptance criteria
• Own process to solution traceability through the delivery lifecycle
• Partner with Platform Architects and Technical Leads to validate process feasibility and OOTB alignment
• Challenge unnecessary customization and ensure solutions remain configuration first
• Governance, Controls & Quality
• Define process governance frameworks, KPIs, SLAs/OLAs, and compliance checkpoints
• Ensure alignment of process design with CMDB, data ownership, and SACM controls
• Support audit readiness by documenting controls, workflows, and approvals
• Review solution demos and ensure functional quality prior to UAT and golive
• UAT, Adoption & Change Enablement
• Lead UAT strategy and execution, including scenario definition, test cases, and defect triage
• Develop rolebased process documentation, SOPs, and training materials
• Drive user adoption through structured communication, enablement sessions, and feedback loops
• Support golive, hypercare, and…