Full-Time Senior Business Process Consultant, ITSM Workflow
ServiceNow is hiring a remote Full-Time Senior Business Process Consultant, ITSM Workflow. The career level for this job opening is Experienced and is accepting Toronto, Canada based applicants remotely. Read complete job description before applying.
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ServiceNow
Job Title
Senior Business Process Consultant, ITSM Workflow
Posted
Career Level
Full-Time
Career Level
Experienced
Locations Accepted
Toronto, Canada
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Job Details
The Sr. Business Process Consultant is the functional and process expert, consulting with customers and guiding them in transitioning business requirements to configuration requirements of ServiceNow SPM products, driving customer business outcomes.
What You’ll Do:
- Serve as the process expert for ITSM workflows, leveraging ServiceNow products with a focus on configuration over customization.
- Drive ITSM process definition, re-engineering, improvement, and gap analysis during workshops with key sponsors and stakeholders.
- Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions.
- Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials.
- Guide customers in completing documentation such as business requirement workbooks.
- Translate business needs into functional user stories with acceptance criteria and testing strategies.
- Advocate for the customer’s needs throughout the engagement.
- Support internal solution testing with technical resources, and guide customer user acceptance testing.
- Prepare customer-facing deliverables with a strong process focus.
- Act as a lead contributor within engagement project teams to deliver successful outcomes.
- Manage multiple, complex projects and initiatives simultaneously.
- Promote continuous improvement practices in delivery and engagement materials.
- Support sales activities when required.
- Mentor and train ServiceNow colleagues and partners upon request.
- Travel up to 50% annually.
To be successful in this role, you will bring:
- 5+ years of consulting experience for complex, global organizations.
- 5+ years of ITSM implementation experience as an implementer.
- Familiarity with ITSM frameworks such as ITIL or IT4IT.
- Proven ability to lead customer-facing projects and deliver complex technical solutions.
- A strong problem-solving mindset and customer success orientation.
- Experience with cloud computing, digital transformation, and modern IT architectures (preferred).
- Understanding of software development lifecycle (SDLC) and IT operations (preferred).
- Strong facilitation skills.
- Excellent written and verbal communication, including presentation skills.
- Ability to analyze and recommend ITSM strategies aligned with business priorities.
- Strong interpersonal skills with a customer-centric approach.
- A proven team player and collaborator.
- Travel up to 50% annually.
Preferred Certifications: ServiceNow Administrator, ITIL v4
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Senior Business Process Consultant, ITSM Workflow at ServiceNow is
25th of October 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Toronto, Canada
] applicants. .
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