ServiceNow - Sr Business Process Consultant

JobDiva, Inc.; Plano (TX); Remote; USD 120,000 - 150,000; Full time

Job summary

NTT DATA is seeking a Senior ServiceNow Business Process Consultant to lead client engagements from discovery through delivery. The role blends strategic process consulting with detailed business analysis and requires remote work with occasional travel within the U.S.

The candidate will optimize ServiceNow implementations through requirements gathering, stakeholder engagement, and organizational change support.

Qualifications

• 5–7 years of ServiceNow consulting experience across multiple modules.
• 5+ years of business analysis experience including requirements gathering and process mapping.
• Proven ability to facilitate client workshops and translate business needs into actionable solutions.
• 1–2 years leading business process consulting engagements.
• 1–2 years working in Agile environments and supporting Scrum teams.

Responsibilities

• Lead functional discovery sessions and workshops to define client-specific process solutions.
• Advise on ServiceNow implementation best practices across ITSM, ITOM, HRSD, CSM.
• Develop process workflows, training materials, and client-facing collateral.
• Capture requirements, document user stories, and perform gap analyses to support design.
• Facilitate client demonstrations and ensure alignment between business objectives and technical solutions.

Skills

ServiceNow Consulting

Business Analysis

Workshop Facilitation

Stakeholder Management

Agile

Tools

ServiceNow Platform

Job description

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.

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-recognized 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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