Sr. Business Process Consultant, IT Service Management Workflow

Sr. Business Process Consultant, IT Service Management Workflow (Federal)

Location: DC metro area

The Role

The Sr. Business Process Consultant, (ITSM) IT Service Management Workflow is the functional and process expert of a customer engagement team - consulting with federal customers and guiding them in the endeavor of transitioning business requirements to configuration requirements of the ServiceNow SPM products - all with the goal of accelerating and driving customer business outcomes.

What You'll Do in This Role

As a ServiceNow ITSM Process Consultant, you will act as the process expert guiding federal customers in designing, implementing, and optimizing IT Service Management (ITSM) workflows using ServiceNow best practices. In this role, you will:

• Serve as the process expert for ITSM workflows, leveraging ServiceNow products with a focus on configuration over customization.
• Drive ITSM and CSDM process definition, re-engineering, improvement, and gap analysis during workshops with key sponsors and stakeholders.
• Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.
• Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials and collateral.
• Guide customers in completing documentation such as business requirement workbooks.
• Translate business needs into functional user stories with acceptance criteria, testing strategies, and knowledge transfer plans.
• Advocate for the customer's needs throughout the engagement.
• Support internal solution testing with technical resources, and guide customer unit and user acceptance testing.
• Prepare customer-facing deliverables with a strong process focus.
• Act as a lead contributor within engagement project teams to deliver successful outcomes.
• Manage multiple, complex projects and initiatives simultaneously.
• Promote continuous improvement practices in delivery and engagement materials.
• Support sales activities when required.
• Mentor and train ServiceNow colleagues and partners upon request.
• Travel up to 50% annually, based on customer and internal needs.

Qualifications

To be successful in this role, you will bring:

• Active U.S. TS/SCI clearance
• Experience integrating AI into work processes (e.g., AI-powered tools, workflow automation, or decision support).
• 5+ years of consulting experience for complex, global organizations.
• 5+ years of ITSM implementation experience as an implementer.
• Familiarity with ITSM frameworks such as ITIL or IT4IT.
• Proven ability to lead customer-facing projects and deliver complex technical solutions.
• A strong problem-solving mindset, customer success orientation, and ability to deliver business value.
• Experience with cloud computing, digital transformation, and modern IT architectures (preferred).
• Understanding of software development lifecycle (SDLC) and IT operations (preferred).
• Strong facilitation skills: able to lead workshops, convert business requirements into configuration requirements, and author user stories for Agile development.
• Excellent written and verbal communication, including presentation skills (Visio, Word, PowerPoint).
• Ability to analyze and recommend ITSM strategies aligned with business priorities.
• Strong interpersonal skills with a customer-centric and culturally aware approach.
• A proven team player and collaborator.

Preferred Certifications

• ServiceNow Administrator
• ITIL v4