ServiceNow – Business Process Consultant

Inabia Software & Consulting Inc.; Fayetteville (NC); On-site; USD 114,000 - 130,000; Full time

Job summary

Inabia Software & Consulting Inc. is seeking a Senior ServiceNow Business Process Consultant who blends process consulting with in-depth business analysis. You will lead discovery sessions, map requirements, and drive stakeholder engagement to optimize ServiceNow implementations across ITSM, ITOM, HRSD, CSM and more.

Remote work is not indicated; onsite Fort Bragg-Fayetteville, NC focus. The role requires 5+ years in ServiceNow consulting and business analysis, plus 1–2 years guiding client

Qualifications

• 5+ years of experience in ServiceNow consulting
• 5+ years of experience in business analysis
• 1-2 years leading client workshops
• 1-2 years supporting Scrum teams; strong understanding of Agile
• Excellent communication, facilitation, and documentation skills

Responsibilities

• Lead functional discovery sessions and process workshops to define client-specific business process solutions
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules
• Create dynamic collateral including process workflows, workshop presentations, and training materials
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities
• Develop and maintain end-to-end process flows and gap analyses to support solution design
• Prepare and execute test plans, facilitate UAT, and support go-live activities
• Lead client training sessions and create user-friendly job aids to support platform adoption
• Serve as the eyes and ears of the delivery team throughout the project lifecycle
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency

Skills

ServiceNow consulting

Business analysis

Client workshop leadership

Agile / Scrum

Communication skills

Tools

ServiceNow

Job description

• Job Title: ServiceNow - Business Process Consultant
• End Client: Confidential end client (Fort Bragg-Fayetteville program)
• Duration: 13+ months
• Rate-$55/hr. W-2
• Location: Fort Bragg-Fayetteville, NC - Onsite
• Contract
• C2C

ROLE OVERVIEW

The client is seeking a highly motivated Senior ServiceNow Business Process Consultant who also brings strong Business Analyst capabilities. This dual-role position suits someone who excels in both strategic process consulting and detailed business analysis, leading client engagements from discovery through delivery, and serving as a trusted advisor helping clients optimize their ServiceNow implementations through process alignment, requirements gathering, and stakeholder engagement.

KEY RESPONSIBILITIES

• Lead functional discovery sessions and process workshops to define client-specific business process solutions
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules
• Create dynamic collateral including process workflows, workshop presentations, and training materials
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities
• Develop and maintain end-to-end process flows and gap analyses to support solution design
• Prepare and execute test plans, facilitate UAT, and support go-live activities
• Lead client training sessions and create user-friendly job aids to support platform adoption
• Serve as the "eyes and ears" of the delivery team throughout the project lifecycle
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency

REQUIREMENTS / MUST-HAVES

• 5+ years of experience in ServiceNow consulting, with hands-on expertise across multiple modules
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement
• 1-2 years leading client workshops and translating business needs into actionable solutions
• 1-2 years supporting Scrum teams; strong understanding of Agile methodologies
• Excellent communication, facilitation, and documentation skills

REQUIRED SERVICENOW CERTIFICATIONS (BY LEVEL)

• Junior - CSA and at least 1 CIS (any)
• Intermediate - CSA and at least 1 CIS (any)
• Senior - CSA, at least 1 CIS (any), and CTA