ServiceNow Business Solutions Consultant

Service Now Business Solutions Consultant

We are seeking a Service Now Business Solutions Consultant to serve as a key bridge between business stakeholders and technical teams. This senior‑level, consultative role focuses on driving ITSM process maturity, optimizing workflows, and ensuring alignment between business objectives and Service Now functionality.

• Lead stakeholder workshops and requirements sessions to gather, analyze, and refine business needs.
• Translate business requirements into user stories, functional specifications, and acceptance criteria.
• Serve as a Service Now functional expert, advising on platform capabilities, limitations, and best practices.
• Partner closely with engineering teams to ensure accurate and efficient solution delivery.
• Guide stakeholders toward scalable, standardized solutions while pushing back on unnecessary customizations.
• Drive ITIL‑aligned process design and improvement across core ITSM workflows (Incident, Problem, Change, Service Catalog).
• Analyze and optimize workflows to improve efficiency, reduce redundancy, and enhance user experience.
• Ensure alignment and integration across IT Service Management processes.
• Define and support reporting and performance metrics in partnership with Service Now reporting teams.
• Conduct process assessments to ensure effectiveness, compliance, and continuous improvement.
• Support change management and user adoption through training and documentation.
• Participate in audits to ensure adherence to organizational policies and standards.
• Contribute to enterprise initiatives and technology service projects as needed.

• Service Now Functional Expertise:
  Strong understanding of out‑of‑the‑box capabilities across ITSM modules.
• Requirements Translation:
  Ability to clearly document user stories, workflows, and acceptance criteria.
• Stakeholder Engagement:
  Strong facilitation skills with the ability to influence and manage expectations.
• Process Optimization:
  Experience designing and improving ITIL‑based processes.
• Platform Advisory:
  Ability to guide stakeholders on best practices and scalable solutions.
• Agile Delivery:
  Experience working in Agile/Scrum environments and sprint‑based delivery models.

• 3–5 years of experience in Business Analysis, ITSM, or Service Now consulting roles.
• Proven experience leading requirements gathering sessions and translating business needs into technical solutions.
• Strong functional knowledge of the Service Now platform, particularly ITSM modules.
• Demonstrated experience working within ITIL frameworks and driving process improvements.
• Ability to partner effectively with both business stakeholders and technical teams.
• Strong communication, facilitation, and problem‑solving skills.

• ITIL Foundation certification (advanced certifications a plus).
• Experience supporting Service Now implementations or enhancements in enterprise environments.
• Familiarity with Service Now configuration concepts (no‑code/low‑code).
• Background in consulting or large‑scale transformation initiatives.
• Experience working across cross‑functional teams in complex organizations.

Base salary range: $117,880 – $147,350 USD.

• Health, dental, vision, and life insurance plans.
• 401(k) savings plan with up to 6% company match.
• Tuition reimbursement up to $5,250 per year.
• Paid time off, including 20 days PTO, nine paid holidays, and a flexible Diversity Celebration Day.
• Paid volunteer time: 40 hours per calendar year.

Voya Financial is an equal‑opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. Reasonable accommodations are provided for individuals with disabilities.