Information Technology Process Consultant
Job in
Springfield, Sangamon County, Illinois, 62777, USA
Listed on 2026-05-31
Listing for:
Brooksource
Full Time
position Listed on 2026-05-31
Job specializations:
-
IT/Tech
IT Business Analyst, IT Consultant, Systems Analyst, Data Analyst
Job Description & How to Apply Below
Location:
Indianapolis or Chicago (On-site) Job Summary
We are seeking a highly analytical and process-driven Service Now Process Engineer to join our team. In this role, you will bridge the gap between business needs and technical solutions, leveraging the Service Now platform to streamline operations, reduce technical debt, and automate workflows. You will be responsible for mapping current-state processes, designing optimized future-state workflows, and configuring Service Now modules (ITSM, ITOM, CSM, or HRSD) to enhance efficiency and user experience.
Key Responsibilities- Process Optimization & Modeling: Analyze existing business workflows, identify bottlenecks, and map processes using industry standards (BPMN, Flowcharts).
- Service Now Configuration: Design, build, and configure workflows, forms, UI Policies, Business Rules, and Client Scripts to automate processes in Service Now.
- Stakeholder Engagement: Lead workshops to gather requirements, document user stories, and translate functional business needs into technical specifications.
- Continuous Improvement: Utilize [Service Now Performance Analytics] and dashboard reporting to measure KPIs, track process improvements, and provide data-driven insights to leadership.
- Best Practices Advocacy: Promote out-of-the-box (OOTB) functionality over customization to ensure system stability, maintainability, and scalability.
- Testing & Adoption: Coordinate User Acceptance Testing (UAT), develop training materials, and support change management efforts to drive adoption of new processes.
- Governance: Participate in audits of system configuration and maintain compliance with ITIL best practices.
- Experience: 3-5+ years in Process Engineering, Business Analysis, or Service Now Engineering roles.
- Platform Knowledge: Strong hands‑on experience with Service Now configuration (Flow Designer, Service Catalog, Incident/Change Management).
- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field.
- Frameworks: Deep understanding of ITIL methodologies.
- Analytical Ability: Proven ability to analyze data, identify process inefficiencies, and recommend solutions.
- Certifications: [Service Now Certified System Administrator (CSA)] or Certified Implementation Specialist (CIS).
- Methodologies: Experience with Agile/Scrum or Lean Six Sigma.
- Modules: Exposure to CSM, ITOM, HRSD, or Performance Analytics.
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