About the Role
The ServiceNow Senior Process Consultant will support the various practice areas in the Service Management
Branch. The work will include providing leadership on process design and configuration to generate enterprise-wide
standardization in service management.
The ServiceNow Process Consultant will be responsible for:
Client Engagement:
• Collaborate with Clients:
o Work closely with clients to understand their business needs and document those business needs as
business requirements.
o Conduct workshops and meetings following ServiceNow’s prescriptive approach to gather detailed
requirements and objectives for Service Catalog implementation.
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• Requirements Gathering:
o Translate client needs into actionable configuration tasks, ensuring that items meet business
objectives and user expectations.
Implementation:
• Design and Implement ServiceNow Solutions:
o Leveraging leading practice approaches to functional processes, guide the client’s understanding of
how their business objectives can be met with the leading practices.
o Raise up for direction any customization or localization requirements to support unique business
requirements.
• Data Mapping and Process Alignment:
o Map existing processes to ServiceNow leading practices to ensure comprehensive and efficient
solutions.
o Configure and customize the ServiceNow platform to support processes, including creating or
modifying existing solutions to better align with industry standards.
Process Improvement and Best Practices:
• Identify and Implement Process Improvements:
o Continuously evaluate and refine functional items and workflows to improve efficiency, reduce
service delivery times, and enhance user satisfaction.
o Provide guidance on best practices, ensuring alignment with industry standards and ServiceNow's
latest capabilities.
• Standardization and Documentation:
o Develop and document procedures and guidelines for maintaining implemented functionality within
the ServiceNow environment.
o Ensure consistency and standardization across all the various business units.
Training and Knowledge Transfer:
• Develop Training Materials:
o Create comprehensive training materials tailored to client needs, focusing on the use and
management of solutions within ServiceNow.
• Conduct Training and Knowledge Transfer:
o Lead training sessions and workshops for client stakeholders and end-users, ensuring they are
equipped to manage and maintain ServiceNow.
o Facilitate knowledge transfer sessions to empower client teams with the skills and knowledge
needed to sustain operations.
• Ongoing Support and Mentoring:
o Provide continuous support and mentoring to client staff, ensuring they can effectively manage and
expand their functionality as business needs evolve.
• Certifications:
o ServiceNow Certified Implementation Specialist(s).
o ITIL Foundation Certification or higher is a plus.
Requirements
Consultant Qualifications
• Education:
o Bachelor's degree in Computer Science, Information Technology, or a related field. Advanced degree
preferred.
• Experience & Skills:
o Minimum of 3+ years experience in Process/Functional consulting in ServiceNow
o Extensive experience in designing, implementing, and optimizing ServiceNow modules, with a focus
on ITAM, CSDM, and Service Request.
o Strong background in configuring and managing ServiceNow processes, ensuring seamless user
experiences and efficient service delivery.
• ServiceNow Expertise:
o Deep knowledge of ServiceNow’s Service Catalog and Request Management modules, HAM Pro
module, and SAM Pro module.
o Strong understanding of how the various ServiceNow modules integrates with other ServiceNow
modules such as ITSM, ITOM, and ITBM.
o Proven ability to configure and customize ServiceNow workflows, forms, and portals to meet
specific business needs.
• ServiceNow Leading Practices:
o Expertise in industry best practices for ServiceNow functionality, including standardization,
automation, and user-centric design.
o Ability to ensure catalog items, workflows, and business processes are aligned with business
objectives and user needs, promoting self-service and reducing manual workload.
• Process Optimization:
o Proven track record of optimizing ServiceNow processes to improve efficiency, reduce fulfillment
time, and enhance user satisfaction.
o Experience in aligning Service Catalog/Request Management/ITAM/ITOM/ITBM processes with
broader IT and business strategies.
• Client-Facing Skills:
o Excellent ability to engage with stakeholders at all levels, from technical teams to executive
leadership, ensuring clear communication of goals and expectations.
o Strong communication skills, capable of translating complex ServiceNow configurations and
processes into terms understandable by non-technical audiences.
• Problem-Solving and Analytical Skills:
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o Highly skilled in analyzing business processes to identify trends, inefficiencies, and opportunities for
improvement.
o Proficient in troubleshooting and resolving issues related to ServiceNow.
• ITIL and IT Service Management Frameworks:
o Familiarity with ITIL and other relevant IT service management frameworks, with the ability to apply
these principles to ServiceNow.
• User Experience (UX) Design:
o Experience in designing intuitive and user-friendly Service Catalog interfaces and request forms,
enhancing the overall user experience.
• Data Management:
o Experience in data modeling, database management, and ensuring data accuracy and consistency
within ServiceNow.
• Certifications:
o ServiceNow Certified Implementation Specialist certification(s).
o ITIL Foundation Certification or higher is a plus.