W2ServiceNow — Business Process Consultant-9+ YEARS

Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position suits someone who excels in both strategic process consulting and detailed business analysis, leading client engagements from discovery through delivery, and serving as a trusted advisor helping clients optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement. KEY RESPONSIBILITIES • Lead functional discovery sessions and process workshops to define client-specific business process solutions • Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules • Create dynamic collateral including process workflows, workshop presentations, and training materials • Partner with IT leaders and process owners to drive organizational readiness and solution adoption • Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities • Develop and maintain end-to-end process flows and gap analyses to support solution design • Prepare and execute test plans, facilitate UAT, and support go-live activities • Lead client training sessions and create user-friendly job aids to support platform adoption • Serve as the "eyes and ears" of the delivery team throughout the project lifecycle • Facilitate stakeholder demos and provide solution-focused support to improve process efficiency REQUIREMENTS / MUST-HAVES • 5+ years of experience in ServiceNow consulting, with hands-on expertise across multiple modules • 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement • 1–2 years leading client workshops and translating business needs into actionable solutions • 1–2 years supporting Scrum teams; strong understanding of Agile methodologies • Excellent communication, facilitation, and documentation skills REQUIRED SERVICENOW CERTIFICATIONS (BY LEVEL) • Junior — CSA and at least 1 CIS (any) • Intermediate — CSA and at least 1 CIS (any) • Senior — CSA, at least 1 CIS (any), and CTA