Business Process Consultant ITSM

Volto Consulting; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Volto Consulting in the United States seeks a Sr. Business Process Consultant ITSM to lead ServiceNow engagements, translate business needs into configurations, and craft user stories for agile development. The role includes mentoring junior staff and driving best practices across ITSM, ITAM, ITOM, CSM, and FSM modules.

Expect up to 50% travel, industry domain expertise, and strong independent problem-solving skills to optimize workflows and deliver value for customers.

Qualifications

• Experience integrating AI into workflows and decision processes.
• 8+ years progressive experience in a professional services org or equivalent.
• Ability to travel up to 50%.
• Industry domain expertise in ITSM/ITAM/ITOM/CSM/FSM.
• Independent project leadership and strong analytical problem solving.

Responsibilities

• Lead smaller teams as functional solution lead.
• Specialize in 1-2 ServiceNow offerings for career advancement.
• Translate requirements into configurations and write user stories.
• Mentor junior team members on solutioning and best practices.
• Share learnings across the BPC community and with customers.
• Design efficient workflows using ServiceNow capabilities and best practices.
• Draft user stories, acceptance criteria, and testing strategies with customers.

Skills

AI integration

Process improvement

Mentoring

Solution design

Agile work

Stakeholder comms

Education

Bachelor's degree or equivalent

ServiceNow CSA / certifications

Tools

ServiceNow

CSA certification

Job description

Job Description

ServiceNow ITSM / ITAM / ITOM / CSM / FSM and other ServiceNow modules

• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on their specific workflows.

Sr. Business Process Consultant ITSM

Full-time

Job Description

ServiceNow ITSM / ITAM / ITOM / CSM / FSM and other ServiceNow modules

ServiceNow Certified System Administrator (CSA)

Roles & Responsibilities

• Lead less complex and smaller teams than Principal Business Process Consultants, acting as the functional solution lead.
• Focus on specializing in 1-2 ServiceNow offerings, positioning for career advancement.
• Translate complex business requirements into configuration needs, author user stories for agile development, identify opportunities for process improvement and automation, share insights with product teams, and lead best practices.
• Coach and mentor junior team members (BPC and Associate BPC) on solutioning, building expertise, and project challenges as they arise.
• Share learnings and new practices across the BPC community.
• Apply ServiceNow knowledge and domain expertise in customer engagements to provide optimum workflows.
• Design efficient workflows based on ServiceNow product capabilities and leading practices, ensuring that the proposed solutions meet the customer's expectations.
• Draft user stories and train customers to create their own user stories, acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them.
• Be an active contributor of leading practices, and provide expertise related to the ServiceNow platform or solutions and workflows built on the platform.
• Provide feedback to product development to improve the product based on experiences gained with customers.
• Maintain skills / certifications on their specific workflows.

Qualifications

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

8+ years progressive experience as part of a professional services organization; or equivalent education/experience.

Ability to travel up to 50%.

Industry domain expertise in respective areas.

Creativity with comfort running projects independently.

Success driving complex issues through analysis and resolution.

Experience working collaboratively.

ServiceNow certifications in aligned workflow.

Independently leverages AI to optimize workflows, tailor customer solutions, and inform strategic decisions.

Articulates AI system design, ethical implications, and platform use cases clearly, guiding peers and stakeholders in responsible, value-driven AI adoption.