Sr. Business Process Consultant​/ServiceNow SME

Job Title: Sr. Business Process Consultant/Service Now SME

Location: Sterling, VA

Terms: Full-time

Requirements: Must be a U.S. Citizen with Active Security Clearance

Cyber Management International Corp. (CMIC) is seeking a highly experienced Senior Business Process Consultant / Service Now Subject Matter Expert (SME) to support a Department of State IT operations program. The selected candidate will lead Service Now-driven process improvement initiatives, collaborate with cross-functional stakeholders, and provide strategic guidance on IT Service Management (ITSM), CMDB, and Service Now platform optimization.

• Serve as the primary Service Now SME supporting ITSM, ITAM, CMDB, and related platform capabilities.
• Lead business process analysis, requirements gathering sessions, and stakeholder workshops.
• Translate business requirements into actionable Service Now solutions and enhancement recommendations.
• Support Service Desk operations through process improvement, workflow optimization, and stakeholder engagement.
• Support ITAM initiatives involving hardware and software asset management.
• Support CMDB maturity and compliance initiatives aligned with CSDM best practices.
• Manage stakeholder expectations through effective communication and change management practices.
• Facilitate meetings, workshops, and process reviews with leadership and technical teams.
• Lead continuous service improvement efforts utilizing Lean Six Sigma, ITIL, and Service Now methodologies.
• Identify automation opportunities that improve operational efficiency and reduce manual effort.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field.
• Minimum 10 years of IT experience supporting enterprise service management initiatives.
• Minimum 5 years of hands-on Service Now consulting, implementation, or administration experience.
• Strong knowledge of ITSM, ITAM, CMDB/CSDM, Service Catalog, Knowledge Management, Change Management, Incident and Problem Management.
• Experience facilitating workshops, requirements gathering sessions, and stakeholder engagements.
• Strong understanding of ITIL frameworks and service management best practices.
• Experience supporting federal government customers.
• Active Secret Clearance required.

Cyber Management International Corporation is actively recruiting highly IT Security professionals looking for challenging, exciting work in support of the U.S. Department of State (DOS). Specifically, our customer is the Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Diplomatic Technology (DT). CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally.

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