Full-Time Sr. Business Process Consultant, ITSM Workflow (Federal/TS)

• Serve as the process expert for ITSM workflows.
• Drive ITSM and CSDM process definition.
• Lead customer design workshops focused on ServiceNow ITSM functionality.
• Partner with customer process owners and SMEs to gather requirements.
• Translate business needs into functional user stories.
• Support internal solution testing and guide customer unit and user acceptance testing.
• Prepare customer-facing deliverables with a strong process focus.
• Manage multiple projects simultaneously.
• Support sales activities when required.
• Mentor and train ServiceNow colleagues and partners upon request.

• Experience integrating AI into work processes.
• Active U.S. TS/SCI clearance
• 5+ years of consulting experience for complex, global organizations.
• 5+ years of ITSM implementation experience.
• Familiarity with ITSM frameworks such as ITIL or IT4IT.
• Proven ability to lead customer-facing projects.
• Strong problem-solving mindset.
• Understanding of software development lifecycle (SDLC) and IT operations (preferred).
• Excellent written and verbal communication, including presentation skills.
• Strong interpersonal skills with a customer-centric approach.

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