ServiceNow PSDS/CSM Process Consultant

iTech AG

Arlington (VA)

On-site

USD 110,000 - 160,000

Full time

14 days+

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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