Key Responsibilities:

Manage and facilitate client workshops to define as-is and to-be processes with Sponsors, Stakeholders, and Subject Matter Experts (SMEs).
Communicate effectively with stakeholders at all levels within the customer organization.
Work closely with the Project Manager to support delivery within agreed timelines and budget.
Rationalize complex information and clearly articulate user needs for both technical and non-technical audiences.
Develop relevant documentation for Agile and Waterfall engagements, including functional specifications, gap analysis reports, process flow diagrams, and user stories.
Ensure user stories are fully understood and contain clear acceptance criteria to support development and testing activities.
Perform initial backlog refinement activities, including prioritization and estimation support.
Act as a bridge between business and technical teams, fostering collaboration to resolve business and technology challenges.
Support sprint activities, including planning, execution, reviews, and retrospectives.
Assist teams in defining detailed test scenarios and providing support during User Acceptance Testing (UAT), including defect documentation and enhancement tracking.
Facilitate backlog refinement sessions to prioritize enhancements and defects while minimizing scope creep.
Prepare training materials and deliver train-the-trainer or end-user training sessions as required.
Promote continuous process improvement through the use of process metrics, KPIs, and dashboards

Your Expertise:

Education:

BA/BS Degree in IT, IS or business-related field or equivalent professional experience

Experience:

Minimum Required Skills

Primary focus area: ServiceNow platform
Strong analytical and business process optimization skills
Expertise in process modeling, requirements analysis, and functional documentation
Excellent written and verbal communication skills, with strong workshop facilitation and presentation abilities
Strong stakeholder management and relationship-building skills
Ability to translate business needs into scalable ServiceNow solutions aligned with platform best practices
Solid understanding of ServiceNow platform capabilities and solution design principles

Preferred Skills

o CSM (Customer Service Management)

o EA (Enterprise Architecture – formerly APM)

o FSM (Field Service Management)

o GRC (Risk and Compliance)

o TPRM (Third-Party Risk Management)

o BCM (Business Continuity Management)

o ESG (Environmental, Social, and Governance Management)

o HRSD (HR Service Delivery)

o ITAM (IT Asset Management)

o ITOM (IT Operations Management)

o ITSM (IT Service Management)

o LCO (Legal and Contract Operations)

o NI (Now Intelligence)

o SO (Security Operations)

o SP (Service Provider)

o SPO (Sourcing and Procurement Operations)

o APO (Accounts Payable Operations)

o SLO (Supplier Lifecycle Operations)

o FCM (Finance Case Management)

o SPM (Strategic Portfolio Management)

o WHS (Workplace and Health & Safety)

o AI (Now Assist, AI Agent, and Agentic Workflow)

o AI Control Tower

Certifications

Business Process Consultant - Service Now