ServiceNow PSDS Business Process Consultant (387)

iTech AG; Arlington (VA); On-site; USD 110,000 - 160,000; Full time

Job summary

iTech AG is seeking a strong ServiceNow Business Process Consultant to support a Public Sector Digital Services opportunity. The role demands platform knowledge, relevant certifications, and experience translating public sector service delivery needs into scalable ServiceNow solutions.

The ideal candidate will lead discovery workshops, document workflows, translate requirements into user stories, and collaborate with architects, developers, and stakeholders to deliver compliant PSDS/CSM

Qualifications

• Experience in business process discovery and stakeholder facilitation.
• Experience with CRM workflows and requirements definition.
• PSDS experience preferred; CSM experience acceptable with CRM workflow background.
• Define case management, intake, routing, and SLA requirements.
• Strong understanding of ServiceNow platform best practices and Agile delivery.

Responsibilities

• Lead business process discovery and stakeholder workshops for ServiceNow PSDS/CSM.
• Document current and future-state workflows for intake, case management, and SLAs.
• Translate needs into clear requirements, user stories, and maps for technical teams.
• Advise on best practices, workflow design, and process standardization.
• Collaborate with architects, developers, product owners, business stakeholders, and testing teams to ensure complete specs.
• Support backlog refinement, sprint planning, demos, testing, documentation, training, knowledge transfer, and operational readiness activities.
• Other duties as assigned

Skills

CRM workflows

Business process consulting

Requirements facilitation

Process mapping

User story development

Stakeholder engagement

Agile delivery

Education

Bachelor’s degree or equivalent years of experience

Tools

ServiceNow PSDS

ServiceNow CSM

ServiceNow CSA

ServiceNow CIS

Job description

OVERVIEW

iTech AG is seeking a strong ServiceNow Business Process Consultant to support a Public Sector Digital Services (PSDS) opportunity. Because this work will be delivered through ServiceNow, the resource must bring strong platform knowledge, relevant certifications, and proven experience translating public sector service delivery needs into scalable ServiceNow solutions.

The ideal candidate has experience with CRM-style workflows, business process discovery, requirements definition, stakeholder facilitation, process mapping, user story development, and ServiceNow PSDS or CSM implementations. PSDS experience and certification are preferred; CSM experience and certification may be acceptable when paired with strong CRM workflow experience.

ROLES AND RESPONSIBILITIES

• Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions
• Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations
• Translate stakeholder needs into clear business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams
• Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization
• Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams to ensure requirements are complete, scalable, and aligned to desired business outcomes
• Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities
• Other duties as assigned

MINIMUM QUALIFICATIONS

• Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations
• Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement
• Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience
• Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements
• Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication

EDUCATION AND CERTIFICATIONS

• Bachelor’s degree or equivalent years of experience
• ServiceNow Certified System Administrator (CSA) preferred
• ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable

PREFERRED QUALIFICATIONS

• Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows
• Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness
• Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products

SECURITY CLEARANCE

• Ability to obtain and maintain a Public Trust
• Pursuant to government contracts, US Citizenship is required

iTech AG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, disability, protected veteran status, or any other characteristics protected by federal, state, or local laws.

iTech AG is committed to working with and providing reasonable accommodations to individuals with disabilities. Individuals with a disability who would like to request an accommodation for any part of the employment process should email their request to [e-mail]. Please address the subject line as Accommodation Request and include your name, contact information, and a description of your accommodation request.