ServiceNow Business Process Consultant

Milestone Technologies is seeking a ServiceNow Business Process Consultant to join our team remotely, contributing expertise to key client accounts. As part of this role, you'll collaborate directly with clients, devising implementation strategies and designs for relevant ServiceNow modules, including HRSD, ITOM, ITSM, CSM and more. You will play a key role in enabling organizations to achieve their goals through effective ServiceNow platform utilization.

Responsibilities

• Understand client business processes and align their needs to ServiceNow capabilities.
• Lead process discovery workshops, acting as a functional lead throughout engagements.
• Collaborate with stakeholders to gather and document business requirements for their business use cases.
• Identify areas for process improvement, outlining solutions, benefits, drawbacks, and risks.
• Communicate business requirements, ensuring proposed solutions meet customer expectations.
• Develop and enhance necessary documentation such as process flow diagrams, presentations, and gap analysis reports.
• Provide training and mentorship to the client business team.

Skills

• Experienced with Agile/Scrum methodologies for project delivery.
• Demonstrated ability in defining and deploying 'to be' processes within ServiceNow modules.
• Strong expertise in requirements gathering, process documentation, and leading workshops.
• Excellent communication, presentation, and facilitation skills (Visio, Word, PowerPoint).
• Ability to influence, consult, and provide thought leadership in solving business process and technical problems.
• Analytical skills in recommending strategies based on business priorities.
• Strong interpersonal skills, customer-centric attitude, and proven team player abilities.
• Develop project charters, plans, and provide enablement training to clients.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 3+ years of relevant experience in specific ServiceNow process areas (HRSD and ITOM preferred) with increasing responsibility levels.
• Proven track record of implementing ServiceNow modules in HRSD and/or ITOM.
• Knowledge of other ServiceNow modules such as ITSM, CSM, or SecOps is a plus.
• Certified ServiceNow Administrator certification.