Senior Business Process Consultant - IT Service Management - Remote

Overview

The Senior Business Process Consultant will guide federal customers in designing and optimizing IT Service Management workflows using ServiceNow best practices, ensuring successful customer engagement and satisfaction.

In Short

• Serve as the process expert for ITSM workflows.
• Drive ITSM process definition and improvement.
• Lead customer design workshops.
• Gather requirements with customer process owners.
• Translate business needs into functional user stories.
• Support internal solution testing and customer acceptance testing.
• Manage multiple complex projects simultaneously.
• Promote continuous improvement in delivery materials.
• Mentor ServiceNow colleagues and partners.
• Travel up to 50% annually.

Requirements

• Active U.S. TS/SCI clearance.
• 5+ years of consulting experience.
• 5+ years of ITSM implementation experience.
• Familiarity with ITIL or IT4IT frameworks.
• Strong problem-solving mindset and customer success orientation.
• Experience with cloud computing and digital transformation.
• Strong facilitation and communication skills.
• Ability to analyze ITSM strategies aligned with business priorities.
• Proven team player and collaborator.

Benefits

• Base pay of $135,300 - $236,800 plus equity.
• Variable/incentive compensation.
• Health plans and flexible spending accounts.
• 401(k) Plan with company match.
• Flexible time away plan and family leave programs.