Business Consultant – ServiceNowJob ID: 392348
United States | Technology / Software | Mid-Level
Role Overview
The Principal / Senior Business Process Consultant works with customers to help them achieve their business
outcomes by providing prescriptive guidance. As part of the engagement team, you will drive consumption, adoption,
and customer satisfaction helping clients realize the full value of their ServiceNow investment.
Key Responsibilities
Serve as the process and functional expert on customer engagement teams, translating business requirements
into ServiceNow configuration requirements.
Lead process definition, re-engineering, gap analysis, and future-state design workshops with key customer
sponsors and stakeholders.
Guide customers in taking advantage of ServiceNow capabilities with a strong bias toward configuration over
customization.
Own support of customer process owners and SMEs to gather business requirements using ServiceNow
standard materials.
Draft functionality-focused user stories, acceptance criteria, testing strategies, and knowledge transfer
documentation.
Implement ServiceNow AI capabilities including Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task
Intelligence, Document Intelligence, and Generative AI.
Support internal unit testing and drive customer UAT requirements throughout the engagement lifecycle.
Prepare all customer-facing process deliverables and collaborate with the Engagement Manager to monitor
scope and resolve critical path issues.
Key Expectations
Analysis & Design: Analyze current-state processes, identify inefficiencies, and design future-state workflows
within ServiceNow.
Stakeholder Engagement: Collaborate with clients, sponsors, and stakeholders to align solutions with
business goals.
Requirement Gathering: Lead workshops to translate business needs into functional specs and user stories
for the delivery team.
Platform Expertise: Act as the SME on ServiceNow capabilities, consistently advocating configuration over
customization.
Implementation Support: Partner with technical teams, provide input on testing, and support UAT and
deployment.
Training & Adoption: Conduct training, provide mentorship, and support change management to ensure
successful adoption.
Documentation: Create process documentation, user stories, acceptance criteria, and functional design
documents.
Common Focus Areas
IT Service Management (ITSM) & ITIL processes Incident, Change, Problem Management
Customer Service Management (CSM)
Field Services Management (FSM)
IT Operations Management (ITOM)
Must-Have Skills
ServiceNow
ITIL (certification required)
GenAI / AI-assisted service delivery
Salary Range: $140,000 – $230,000 per year
