Business Process Consultant – ServiceNow

About the role

We are looking for a Business Process Consultant with deep expertise in the ServiceNow platform to partner with clients in defining, optimizing and implementing end‑to‑end business processes. The role involves leading workshops, translating business needs into scalable ServiceNow solutions, and supporting delivery across Agile and Waterfall projects.

Key responsibilities

• Facilitate client workshops to capture current (as‑is) and future (to‑be) processes with sponsors, stakeholders and SMEs.
• Collaborate with Project Managers to ensure delivery within agreed timelines and budgets.
• Produce functional specifications, gap analyses, process flow diagrams and user stories for both Agile and Waterfall engagements.
• Refine and prioritize the product backlog, support estimation and ensure clear acceptance criteria.
• Bridge business and technical teams, driving collaboration to resolve challenges.
• Support sprint activities, including planning, execution, reviews and retrospectives.
• Assist in defining test scenarios, conduct UAT support, document defects and track enhancements.
• Prepare and deliver training materials, train‑the‑trainer and end‑user sessions.
• Promote continuous improvement using process metrics, KPIs and dashboards.

Required profile

• Bachelor’s degree in IT, IS, business or equivalent professional experience.
• Minimum 5 years of experience in IT business process analysis and optimization.
• Strong analytical, communication and stakeholder‑management abilities.
• Proven experience facilitating workshops and presenting to senior audiences.

Required skills

• ServiceNow platform expertise.
• Hands‑on knowledge of at least two ServiceNow products such as CSM, EA, FSM, GRC, TPRM, BCM, ESG, HRSD, ITAM, ITOM, ITSM, LCO, NI, SO, SP, SPO, APO, SLO, FCM.