ServiceNow Business Process Consultant
DXC Technology
full-time
Posted on:
Location Type: Hybrid
Location: Detroit • Missouri • United States
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Tech Stack
About the role
- Expert Workshop Facilitation – Lead structured, interactive workshops with stakeholders across ServiceNow modules (e.g., ITSM, ITOM, ITAM, CSM, HRSD, etc.) to gather requirements, define processes, and guide clients through decision-making that aligns with best practices.
- Advisory & Solution Design – Provide consulting expertise across ServiceNow modules (ITSM, ITOM, ITBM, HRSD, CSM, SecOps). Translate business needs into process-driven solutions that leverage best practices.
- Requirements & Gap Analysis – Lead requirements-gathering sessions, conduct gap analysis on existing processes, and recommend forward-looking ServiceNow-enabled solutions.
- Process Design & Governance: Document current-state and future-state processes, create process flows, RACI charts, and governance frameworks to ensure accountability and compliance.
- Customer-Centric Engagement – Act as a trusted advisor, building strong client relationships and fostering collaboration throughout configuration and implementation.
- Best Practice Implementation & Maturity: Conduct Service Management Maturity Assessments and help define roadmaps for improving accountability and service quality. Guide clients on scalable, maintainable solutions aligned to DXC and ServiceNow best practices.
- Change Management & Adoption: Support communication, training, and process documentation to drive end-user adoption and ensure platform success.
- Collaboration with Technical Teams: Partner closely with ServiceNow developers, architects, and administrators to validate requirements and ensure technical delivery aligns with business needs.
- Value Realization: Help clients measure and demonstrate value from ServiceNow through KPIs, dashboards, reporting, and continuous improvement initiatives.
- Continuous Learning – Maintain current knowledge of ServiceNow technologies AND pursue mainline certifications/micro-certifications to stay aligned with evolving platform capabilities.
Requirements
- ServiceNow Process Consulting (5+ years): Proven expertise facilitating workshops, providing advisory services, and leading process-driven ServiceNow implementations.
- Requirements & Gap Analysis (5+ years): Skilled in translating business needs into clear, actionable requirements and user stories that guide ServiceNow delivery.
- Executive Communication & Facilitation: Strong ability to present complex ServiceNow and process concepts in a clear, simple manner to executives, stakeholders, and end users.
- ServiceNow Certified System Administrator (CSA): Required baseline certification to validate platform knowledge.
- Certifications in specific ServiceNow modules (ITSM, ITOM, ITAM, HRSD, SPM, SOM, CSM).
- Excellent interpersonal skills and experience in client relationship management.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNow Process ConsultingRequirements & Gap AnalysisProcess DesignGovernance FrameworksService Management Maturity AssessmentsKPI MeasurementDashboardsReportingUser StoriesChange Management
Soft Skills
Expert Workshop FacilitationCustomer-Centric EngagementExecutive CommunicationInterpersonal SkillsClient Relationship ManagementCollaborationAdvisory ServicesDecision-Making GuidanceTraining SupportContinuous Learning
Certifications
ServiceNow Certified System Administrator (CSA)ServiceNow ITSM CertificationServiceNow ITOM CertificationServiceNow ITAM CertificationServiceNow HRSD CertificationServiceNow SPM CertificationServiceNow SOM CertificationServiceNow CSM Certification