Senior Business Process Consultant ServiceNow

Senior Business Process Consultant – ServiceNow(Onsite) - Any Persistent office location(Bridgewater, NJ / Charlotte, NC / Bellevue, WA / Plano, TX / Santa Clara, CA)Fulltime / Contract to HireRate: $70/hr on C2H - Salary: $130K PA (Don't hold profiles on Salary)Indent: PSL306046-1-1Mandatory Certification(s)CSACISIndustry-specific certs (e.g., HR Pro)ITIL Foundation requiredThe Senior Business Process Consultant – ServiceNow is a senior client facing specialist responsible for leading process transformation initiatives and ensuring that business service management processes are effectively designed, governed, and realized on the ServiceNow platform. This role owns end to end process design across one or more domains, aligns business objectives with ServiceNow capabilities, and ensures solutions follow industry best practices (ITIL v4, enterprise service management) while remaining scalable and upgrade safe.The Senior Business Process Consultant acts as a trusted advisor to business and IT leaders, leads complex discovery and design workshops, mentors junior consultants, and works closely with Platform Architects, Technical Consultants, and Product Owners to drive successful process adoption and measurable outcomes.Key ResponsibilitiesProcess Leadership & TransformationLead end to end process design and optimization initiatives across ServiceNow domains such as ITSM, CSM, HRSD, CMDB/SACM, SecOps, or GRCDefine and document As Is and To Be process models , value streams, and service journeysApply ITIL v4 and industry best practices to design efficient, outcome driven processesDrive process standardization and harmonization across business units and geographiesStakeholder Advisory & Workshop FacilitationAct as a trusted advisor to senior business, operations, and IT stakeholdersLead complex process discovery, design, and validation workshopsFacilitate consensus on process decisions, governance models, and operating proceduresClearly communicate process trade offs, impacts, and benefits to leadership audiencesRequirements Ownership & Solution AlignmentTranslate business process designs into epics, features, user stories, and acceptance criteriaOwn process to solution traceability through the delivery lifecyclePartner with Platform Architects and Technical Leads to validate process feasibility and OOTB alignmentChallenge unnecessary customization and ensure solutions remain configuration firstGovernance, Controls & QualityDefine process governance frameworks , KPIs, SLAs/OLAs, and compliance checkpointsEnsure alignment of process design with CMDB, data ownership, and SACM controlsSupport audit readiness by documenting controls, workflows, and approvalsReview solution demos and ensure functional quality prior to UAT and go liveUAT, Adoption & Change EnablementLead UAT strategy and execution , including scenario definition, test cases, and defect triageDevelop role based process documentation, SOPs, and training materialsDrive user adoption through structured communication, enablement sessions, and feedback loopsSupport go live, hypercare, and continuous improvement initiativesMetrics, Reporting & Continuous ImprovementDefine and track process performance metrics (e.g., MTTR, FCR, SLA compliance, request cycle time, CSAT)Analyze trends and identify improvement opportunities post implementationDrive ongoing optimization through backlog refinement and roadmap recommendationsMentorship & Practice ContributionMentor Business Process Consultants and AnalystsContribute to practice assets , reference process models, templates, and acceleratorsSupport pre sales activities including process solutioning, scope definition, and estimationShare best practices and lessons learned across the ServiceNow practice or CoERequired Skills & QualificationsStrong understanding of ServiceNow platform capabilities and release cadence.5–7 years of experience in process consulting, business analysis, or service management transformationStrong expertise in ServiceNow implementations with deep understanding of OOTB process modelsSolid knowledge of ITIL v4 (Managing Professional / Strategist preferred)Experience working in Agile/Scrum environments with Product Owners and delivery teamsProficiency in process modeling tools (BPMN, Visio, Miro, Lucid) and documentation standardsExcellent facilitation, stakeholder management, analytical, and communication skillsPreferred/Good to HaveServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics).Associate Business Process OwnerCloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role.What We OfferOpportunity to work on enterprise-grade ServiceNow transformations and latest releases.Learning culture with certification sponsorship and internal academies.Flexible work, inclusive culture, and clear growth paths within the practice