Business Process Consultant – ServiceNow

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact and the first escalation contact for assigned clients.

• Establish trusted-advisor relationships with client sponsors, IT leaders, and operational stakeholders.

• Monitor progress towards client objectives, statements of work, and success criteria.

• Showcase value delivered during each sprint.

• Identify and address risks, issues, and dependencies.

• Spot opportunities for increased adoption and suggest next-phase initiatives.

• Provide weekly status updates detailing progress, stories, upcoming tasks, risks, and decisions.

• Distribute sprint previews prior to each sprint.

• Release notes are published upon sprint completion.

• Facilitate discovery sessions and process workshops.

• Counsel clients on ServiceNow and ITIL best practices, emphasizing out-of-the-box capabilities.

• Collaborate with developers and architects to ensure alignment of solutions with processes and the platform.

• Assist with user acceptance testing, organizational change, and adoption planning.

• Engage in sprint planning, backlog refinement, sprint reviews, and retrospectives.

• Prioritize client backlogs based on business value.

• Maintain RAID logs, decisions, scope modifications, and engagement records.

• Contribute to Ovation playbooks, reporting templates, and the managed-services operating model.

• Manage a portfolio of generally 3 to 6 concurrent healthcare clients.

⛳️ Requirements

• Over 5 years of experience in IT consulting, business process consulting, or client-facing delivery roles.

• More than 5 years of experience working on the ServiceNow platform in an implementation, consulting, or platform-owner capacity.

• Practical experience with ITSM processes, including Incident, Request, Problem, Change, and Knowledge management.

• Demonstrated experience leading discovery and process workshops, as well as writing user stories with acceptance criteria.

• Experience delivering projects using Agile/Scrum methodologies, including sprint planning, reviews, and backlog management.

• Proven ability to produce clear status reports and communications suitable for executive-level stakeholders.

• Capability to manage multiple clients simultaneously while meeting deadlines.

• Strong written and verbal communication, facilitation, and stakeholder management abilities.

• ServiceNow Certified System Administrator (CSA).

• Experience in healthcare, health systems, or other regulated settings, with an understanding of HIPAA considerations.

• Previous employment with a ServiceNow partner, ServiceNow Expert Services, or a managed-services provider.

• Familiarity with additional ServiceNow products such as CSM, HRSD, ITAM, SPM, or ITOM.

• ITIL 4 Foundation certification or higher.

• Certified ScrumMaster (CSM), PSM I, or Certified Scrum Product Owner (CSPO).

• Experience in developing reports and dashboards in ServiceNow to demonstrate value and adoption.

• Reliable high-speed internet connection.

• Stable Wi-Fi with adequate bandwidth for video conferencing, cloud-based tools, and online work.

• HIPAA-compliant workspace with a secure environment, no public Wi-Fi unless connected via a secure company-provided VPN, and adherence to relevant HIPAA regulations.

🏝️ Benefits

• Extensive health and wellness benefits, including medical, dental, vision, life insurance, and both short and long-term disability coverage.

• Health Savings Account (HSA) with employer contributions.

• Flexible spending accounts for healthcare expenses.

• Accounts for dependent care expenses.

• Wellness platform offering premium incentives.

• Employee assistance support available.

• Optional supplemental plans, including accident, critical illness, hospital indemnity, and child disability insurance.

• Flexible paid time off options.

• Paid company holidays.

• 401(k) plan with discretionary employer matching opportunities.

• Opportunities for professional development.

• Company-issued equipment provided.