ServiceNow - Sr Business Process Consultant

ServiceNow Sr. Business Process Consultant

NTT DATA is seeking a highly motivated and experienced Senior ServiceNow Business Process Consultant with strong Business Analyst capabilities. This dual-role position is ideal for a professional who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery.

The successful candidate will serve as a trusted advisor to clients, helping optimize ServiceNow implementations through process alignment, requirements gathering, stakeholder engagement, and organizational change support.

Location: Remote (occasional travel as needed) Work Authorization: U.S. Citizen; must reside and work within the U.S.

Key Responsibilities

Business Process Consulting

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on ServiceNow implementation best practices across ITSM, ITOM, HRSD, CSM, and other modules.
• Develop process workflows, workshop presentations, training materials, and other client-facing collateral.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.

Business Analysis

• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and perform gap analyses to support solution design.
• Create and execute test plans, facilitate User Acceptance Testing (UAT), and support go-live activities.
• Conduct client training sessions and develop user-friendly job aids to support platform adoption.

Client Engagement & Delivery Support

• Serve as the primary business liaison and trusted advisor throughout the project lifecycle.
• Facilitate stakeholder demonstrations and provide solution-focused recommendations to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business objectives and technical solutions.

Qualifications

• 5-7 years of ServiceNow consulting experience with hands-on expertise across multiple ServiceNow modules.
• 5+ years of business analysis experience, including requirements gathering, process mapping, and stakeholder engagement.
• Proven ability to facilitate client workshops and translate business needs into actionable solutions.
• 1-2 years of experience leading business process consulting engagements.
• 1-2 years of experience working within Agile environments and supporting Scrum teams.
• Strong communication, presentation, and stakeholder management skills.

Required ServiceNow Certifications

Junior Level

• Certified System Administrator (CSA)
• At least one Certified Implementation Specialist (CIS) certification

Intermediate Level

• Certified System Administrator (CSA)
• At least one Certified Implementation Specialist (CIS) certification

Senior Level

• Certified System Administrator (CSA)
• One or more Certified Implementation Specialist (CIS) certifications
• Industry-recognized certifications
• ITIL Foundation Certification

Preferred Skills

• Experience with large-scale ServiceNow transformation initiatives.
• Strong understanding of IT Service Management (ITSM) and related business processes.
• Experience supporting enterprise-level ServiceNow implementations.
• Ability to work independently in a remote consulting environment while managing multiple client stakeholders.