Senior ITSM/ITOM Process Consultant (ServiceNow)

RGP; Atlanta (GA); Hybrid; USD 145,000 - 175,000; Full time

Job summary

RGP is seeking a Principal Business Process Consultant for ITSM/ITOM to join our ServiceNow practice. You will lead process discovery, design, and delivery for complex client engagements to enable robust service definitions and CMDB governance.

This role emphasizes cross‑functional collaboration with solution architects, sponsors, and consultants, driving CSDM‑aligned discovery, service definitions, and KPI enablement through ServiceNow platforms.

Qualifications

• 8+ years ITSM/ITOM process consulting experience.
• Bachelor’s degree or equivalent practical experience.
• 8+ years working with the ServiceNow platform on current releases.
• 3+ years in management consulting, process design, or product management.
• Experience with CSDM-aligned ServiceNow implementations.
• Strong ability to translate CSDM into business language and engage executives.

Responsibilities

• Prepare and lead process discovery and requirements workshops with customer sponsors.
• Document, communicate, and validate business and process requirements.
• Lead CSDM-aligned discovery to define services and offerings.
• Collaborate with solution architects to align designs with CMDB and CSDM.
• Advise on CSDM adoption strategy and governance of data ownership.
• Ensure processes are mapped to consistent service definitions and ownership.
• Identify improvements across ITSM/ITOM and enable KPI reporting.
• Deliver ServiceNow demonstrations aligned to client objectives.
• Contribute to continuous improvement of delivery methods and collateral.
• Maintain deep expertise in ServiceNow and emerging features.

Skills

ITSM/ITOM consulting

Workshops facilitation

Requirements gathering

Stakeholder communication

Process design

ServiceNow knowledge

Education

Bachelor’s degree

Tools

ServiceNow platform

Job description

RGP is seeking a Principal Business Process Consultant for ITSM/ITOM to join our ServiceNow practice. You will lead process discovery, design, and delivery for complex client engagements to enable robust service definitions and CMDB governance.

This role emphasizes cross‑functional collaboration with solution architects, sponsors, and consultants, driving CSDM‑aligned discovery, service definitions, and KPI enablement through ServiceNow platforms.