ServiceNow - Sr Business Process Consultant

NTT Data Americas, Inc.; Plano (TX); Remote; USD 120,000 - 165,000; Full time

Job summary

NTT DATA is seeking a Senior ServiceNow Business Process Consultant to join our remote team in the United States. This role combines strategic process consulting with detailed business analysis and client engagement.

You will lead discovery sessions, map processes, advise on ITSM/ITOM/HRSD/CSM implementations, develop workflows and test plans, and guide clients through go-live. Strong communication and Agile experience are required, with travel as needed.

Qualifications

• 5-7 years of ServiceNow consulting experience across multiple modules.
• 5+ years of business analysis experience including requirements gathering, process mapping, stakeholder engagement.
• Proven ability to facilitate client workshops and translate business needs into actionable solutions.

Responsibilities

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on ServiceNow implementation best practices across ITSM, ITOM, HRSD, CSM, and other modules.
• Develop process workflows, workshop presentations, training materials, and other client-facing collateral.
• 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 perform gap analyses to support solution design.
• Create and execute test plans, facilitate User Acceptance Testing (UAT), and support go-live activities.
• Conduct client training sessions and develop user-friendly job aids to support platform adoption.
• Serve as the primary business liaison and trusted advisor throughout the project lifecycle.
• Facilitate stakeholder demonstrations and provide solution-focused recommendations to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business objectives and technical solutions.

Skills

ServiceNow

Business Analysis

Stakeholder Management

Workshop Facilitation

Agile / Scrum

Client Engagement

Presentation Skills

Job description

Company Overview:

Req ID: 389199

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization.

We are currently seeking a ServiceNow - Sr Business Process Consultant to join our team in Any, Texas (US-TX), United States (US).

ServiceNow Sr. Business Process Consultant

Location:

Remote (occasional travel as needed)

Work Authorization:

U.S. Citizen; must reside and work within the U.S.

Role Overview

NTT DATA is seeking a highly motivated and experienced Senior ServiceNow Business Process Consultant with strong Business Analyst capabilities. This dual-role position is ideal for a professional who excels in both strategic process consulting and detailed business analysis, and who can lead client engagements from discovery through delivery.

The successful candidate will serve as a trusted advisor to clients, helping optimize ServiceNow implementations through process alignment, requirements gathering, stakeholder engagement, and organizational change support.

Key Responsibilities

Business Process Consulting

• Lead functional discovery sessions and process workshops to define client-specific business process solutions.
• Advise clients on ServiceNow implementation best practices across ITSM, ITOM, HRSD, CSM, and other modules.
• Develop process workflows, workshop presentations, training materials, and other client-facing collateral.
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption.

Business Analysis

• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities.
• Develop and maintain end-to-end process flows and perform gap analyses to support solution design.
• Create and execute test plans, facilitate User Acceptance Testing (UAT), and support go-live activities.
• Conduct client training sessions and develop user-friendly job aids to support platform adoption.

Client Engagement & Delivery Support

• Serve as the primary business liaison and trusted advisor throughout the project lifecycle.
• Facilitate stakeholder demonstrations and provide solution-focused recommendations to improve process efficiency.
• Collaborate with project leadership to ensure alignment between business objectives and technical solutions.

Qualifications

• 5-7 years of ServiceNow consulting experience with hands-on expertise across multiple ServiceNow modules.
• 5+ years of business analysis experience, including requirements gathering, process mapping, and stakeholder engagement.
• Proven ability to facilitate client workshops and translate business needs into actionable solutions.
• 1-2 years of experience leading business process consulting engagements.
• 1-2 years of experience working within Agile environments and supporting Scrum teams.
• Strong communication, presentation, and stakeholder management skills.

Required ServiceNow Certifications

Junior Level

• Certified System Administrator (CSA)
• At least one Certified Implementation Specialist (CIS) certification

Intermediate Level

• Certified System Administrator (CSA)
• At least one Certified Implementation Specialist (CIS) certification

Senior Level

• Certified System Administrator (CSA)
• One or more Certified Implementation Specialist (CIS) certifications
• Industry-recognised certifications
• ITIL Foundation Certification

Preferred Skills

• Experience with large-scale ServiceNow transformation initiatives.
• Strong understanding of IT Service Management (ITSM) and related business processes.
• Experience supporting enterprise-level ServiceNow implementations.
• Ability to work independently in a remote consulting environment while managing multiple client stakeholders.

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

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