Business Process Consultant

Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.

Nightwing is supporting a U.S. Government customer on a large mission critical development and sustainment program to design, build, deliver, and operate a network operations environment including introducing new cyber capabilities to address emerging threats. Nightwing is seeking a Business Process Consultant to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Responsibilities include:

• Lead & collaborate with customers in their efforts to take advantage of the ServiceNow platform to improve their ITIL, CSM, and ITSM processes

• Be a key member of an overall engagement team focused on delivering customer outcomes

• Lead customer design workshops

• Guiding customers in defining and refining business requirement for functional aspects of the solution

• Drafting user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them

• Managing and communicating ITSM process and business requirements to the delivery team to ensure that the proposed solutions meet customer expectations

• Contribute towards continuous improvement of leading practices

• Growing and mentoring other members of ServiceNow and the partner ecosystem

Required Skills:

• Must be a US Citizen

• Must be able to obtain DHS program suitability prior to starting employment at the Public Trust level

• Must be able to obtain a TS/SCI Clearance

• 10+ years of directly relevant experience

• 6+ years of experience with the ServiceNow platform supporting CSM, ITSM, and ITIL process flow development and tuning

• Demonstrated experience with the ServiceNow Customer Service Management (CSM) Module

• Significant consulting experience within complex, global organizations with the ability to influence and consult in an ITIL / CSM / ITSM Services environment.

• Experience in defining and deploying future-state CSM, ITSM, and ITIL processes and in identifying solutions from a people, process, and technology perspective

• Excellent communication and presentation skills

• Experience in analyzing and recommending both CSM and ITSM strategies based on business priorities

• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team

• Strong problem-solving and analytical skills with an aptitude and passion for learning new technologies

• Familiarity with the ServiceNow platform, including development of customizations beyond out-of-box

• Strong documentation and technical writing experience.

Desired Skills:

• Experience with collaboration tools including MS Teams, MS Outlook, MS SharePoint, Atlassian Jira, Atlassian Confluence, and Atlassian Jira Align

Desired Certifications:

• DoD 8570 IAM Level II certification.
• ServiceNow CSM and ITSM certifications
• Information Systems Security Engineering Professional (ISSEP) or Information System Security Architect Professional (ISSAP) certification desired.

Required Education:

Bachelor's degree in Cyber Security, Information Security, Systems Engineering, Software Engineering, Computer Science or a related discipline is required. (Two years of related work experience may be substituted for each year of degree level education.)

Syndeo #: 3473

At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.

Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.

Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.