ServiceNow PSDS Business Process Consultant

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

📋 Description

• Lead the discovery of business processes, conduct stakeholder workshops, and facilitate requirements-gathering sessions for ServiceNow PSDS/CSM solutions.

• Document workflows for both current-state and future-state regarding public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations.

• Convert stakeholder requirements into business specifications, user stories, acceptance criteria, process maps, and configuration-ready instructions for technical teams.

• Provide guidance to clients and delivery teams on best practices for ServiceNow PSDS/CSM, platform-aligned workflow design, and process standardization.

• Work collaboratively with solution architects, developers, product owners, business stakeholders, and testing teams.

• Assist in backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities.

• Carry out other responsibilities as assigned.

⛳️ Requirements

• Proven experience as a Business Process Consultant, Business Analyst, Functional Consultant, or a similar position supporting ServiceNow implementations.

• Familiarity with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and engaging stakeholders.

• Experience in implementing or supporting ServiceNow PSDS is preferred; however, ServiceNow CSM experience may be acceptable if accompanied by robust CRM workflow experience.

• Proficiency in defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements.

• Solid understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and effective stakeholder communication.

• Bachelor’s degree or equivalent years of experience is required.

• ServiceNow Certified System Administrator (CSA) certification is preferred.

• ServiceNow Certified Implementation Specialist (CIS) in Public Sector Digital Services (PSDS) is preferred; CIS in Customer Service Management (CSM) may be considered acceptable.

• Experience in public sector or federal delivery, including knowledge of government service delivery, case management, or constituent/customer service workflows.

• Experience in supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness.

• Additional ServiceNow certifications or hands-on experience in PSDS, CSM, App Engine, or related workflow products are desirable.

• Ability to obtain and maintain a Public Trust is necessary.

• US Citizenship is required.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• 401(k) plan with company matching.

• Generous paid time off and holidays.

• Opportunities for professional development and continued education.