ServiceNow Business Systems Consultant

Progressive; Cleveland (OH); Hybrid; USD 98,000 - 131,000; Full time

Benefits offered by this job

401(k) with dollar-for-dollar company

Medical, dental & vision coverage

Wellness & mental health programs

Health care flexible spending accounts

Job summary

Progressive is seeking a ServiceNow business systems consultant to lead process improvements and implement enhancements on the ServiceNow platform, acting as the SME between vendors, business areas, and project teams for support, system projects, and implementations.

You will manage service requests, defects, and change requests, ensuring compliant, secure, and scalable solutions across HRSD and ITSM domains, while collaborating with stakeholders to drive efficiency and value.

Qualifications

• Ten years of business systems experience (or seven+ years with a Bachelor's).
• Experience in requirements gathering, documenting, and coordinating with stakeholders.
• Strong background in project management, process design, and optimization, testing, and troubleshooting.

Responsibilities

• Lead Business System process improvements and ServiceNow enhancements.
• Serve as SME between vendors, business areas and teams for support, systems projects and implementations.
• Provide support for service requests, defects and change requests.

Skills

Business systems experience

Project management

Process design

Requirements gathering

Testing & troubleshooting

User training

Security compliance

Education

Bachelor's degree or higher

Tools

ServiceNow

Flow Designer

Workflow Editor

Automation Engine

CSA certification

Job description

As a ServiceNow business systems consultant, you’ll lead Business System process improvements and implement enhancements for the ServiceNow platform. In this role, you’ll serve as a subject matter expert (SME) between vendors, business areas, and other teams for support, system projects, and implementations supporting the ServiceNow Employee Service Management applications. Lastly, you’ll provide support for service requests, defects, and change requests.

Minimum qualifications

• A minimum of ten years experience in business systems (e.g., systems integration, implementing technology solutions, project management, process design and optimization, testing and troubleshooting systems, training and supporting users, ensuring compliance and security, gathering and documenting requirements).
• {OR} Bachelor's degree or higher and a minimum of seven years experience in business systems (e.g., systems integration, implementing technology solutions, project management, process design and optimization, testing and troubleshooting systems, training and supporting users, ensuring compliance and security, gathering and documenting requirements).

Preferred skills

• Prior experience with ServiceNow modules, administration, configurations, and automation tools (Flow designer, Workflow editor, Automation Engine, etc.), as well as a ServiceNow Certified System Administrator (CSA) certificate.
• Experience with one or more ServiceNow product areas, including Human Resource Service Delivery (HRSD), IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), or similar ServiceNow solutions.
• Demonstrated capability to stay updated on the latest developments and best practices in ServiceNow HRSD and related areas.
• Experience with Agile methodologies and DevOps processes.
• Information Technology Infrastructure Library (ITIL) knowledge/certification.

Compensation

• $98,400 - $131,200/year
• Gainshare annual cash incentive payment up to 30% of your eligible earnings based on company performance.

Benefits

• 401(k) with dollar-for-dollar company match up to 6%
• Medical, dental & vision, including free preventative care
• Wellness & mental health programs
• Health care flexible spending accounts, health savings accounts, & life insurance
• Paid time off, including volunteer time off
• Paid & unpaid sick leave where applicable, as well as short & long-term disability
• Parental & family leave; military leave & pay
• Diverse, inclusive & welcoming culture with Employee Resource Groups
• Career development & tuition assistance
• Onsite gym & healthcare at large locations

Energage recognizes Progressive as a 2026 Top Workplace for: Innovation, Purposes & Values, Work-Life Flexibility, Compensation & Benefits, and Leadership.

Equal Opportunity Employer

Applicants must be authorized to work for any employer in the U.S. without the need or potential need, of current or future sponsorship for employment. Progressive does not hire candidates with (e.g., F-1 CPT, OPT, or STEM OPT, H-1B, O-1, E-3, TN) statuses for this role.