ServiceNow Business Process Consultant (Manager)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a ServiceNow Business Process Consultant (Manager) based in the United States.

This is a client-facing consulting leadership role focused on transforming business processes through ServiceNow and enterprise automation. You’ll guide clients through complex implementations, from requirements discovery and future-state design to testing, optimization, and adoption. The role combines deep ServiceNow expertise with business process consulting, analytical problem-solving, and project delivery. You’ll facilitate workshops, translate business needs into actionable user stories, and demonstrate solutions to technical and executive stakeholders. As a Manager, you’ll help shape implementation strategy while coaching clients and collaborating closely with technical and project teams. The position offers exposure to multiple ServiceNow modules, emerging capabilities such as AI Agents and NowAssist, and complex enterprise environments. With a remote-first setup and up to 30% travel, this role provides significant autonomy, client impact, and opportunities for continued professional growth.

Accountabilities:: Lead business process consulting activities across ServiceNow implementations, helping clients assess current-state processes, define future-state workflows, and identify opportunities for automation and improvement.

Facilitate client workshops, discovery sessions, and collaborative working meetings to gather requirements, align stakeholders, and translate business challenges into practical ServiceNow solutions.

Define, document, and refine user stories, acceptance criteria, business requirements, and process documentation to support successful implementation and delivery.

Demonstrate out-of-the-box ServiceNow functionality and help clients understand how platform capabilities can address their operational and business needs.

Support implementations across multiple ServiceNow modules, with exposure to areas such as CSM, HRSD, SPM, GRC, Enterprise Asset Management, NowAssist, and AI Agents.

Help clients develop and execute end-to-end User Acceptance Testing plans, ensuring solutions meet business requirements and intended outcomes.

Analyze process data, identify trends and root causes, develop KPIs and performance metrics, and recommend improvements that increase efficiency and business value.

Work closely with technical leaders to configure, implement, and optimize ServiceNow and related automation solutions while ensuring alignment with business requirements.

Support project planning, scheduling, status reporting, risk management, deliverable coordination, and execution within hybrid Waterfall/Scrum environments.

Participate in Scrum ceremonies, including standups, and help maintain project momentum, timelines, and stakeholder alignment.

Create clear PowerPoint presentations, visualizations, recommendations, and executive-ready communications that translate complex technical and process concepts for diverse audiences.

Apply relevant industry knowledge, regulatory considerations, and business context to tailor ServiceNow solutions to client needs.

Maintain strong client relationships, communicate proactively, and adapt delivery approaches as priorities, requirements, and timelines evolve.

Continue developing ServiceNow expertise through training, certifications, micro-certifications, delivery accreditations, and emerging automation practices.

Requirements:

Bachelor’s or Master’s degree in a relevant discipline, or equivalent professional experience.

At least 3 years of experience as a ServiceNow Business Process Consultant, ideally gained through increasingly complex implementations with a ServiceNow Elite-level partner.

Experience delivering at least 6 greenfield implementations involving multiple ServiceNow modules, including exposure to NowAssist and AI Agents; experience with CSM, HRSD, Enterprise Asset Management, SPM, or GRC is preferred.

Current ServiceNow Certified System Administrator (CSA) certification is required.

ServiceNow Learning Business Process Analyst Practitioner or Business Process Analyst Professional badge is required.

Training in Agile 2.0 and Test Management 2.0, along with relevant ServiceNow micro-certifications, is strongly preferred.

Strong knowledge of ServiceNow implementation methodologies, including NowCreate and ServiceNow best practices.

Proven ability to define and document high-quality user stories, acceptance criteria, and business requirements.

Experience with Agile and hybrid Waterfall/Agile delivery methodologies in ServiceNow implementations.

Strong analytical, critical-thinking, and problem-solving skills, combined with functional or technical expertise in cloud-based enterprise solutions.

Ability to analyze processes, troubleshoot issues, identify root causes, and develop practical recommendations supported by data.

Excellent verbal and written communication skills, including the ability to present complex technical concepts clearly to non-technical audiences.

Strong stakeholder-management and collaboration skills, with the ability to build trusted relationships across client and internal teams.

Understanding of industry-specific processes, regulations, compliance requirements, and business environments relevant to enterprise automation.

Willingness to continuously develop ServiceNow expertise and stay current with emerging technologies, automation trends, and best practices.

Ability to work independently in a fast-paced consulting environment while adapting to changing client requirements and priorities.

Willingness and ability to travel for client engagements and team collaboration, up to approximately 30%.

Benefits:

Base salary: $145,000–$170,000 USD, depending on skills, certifications, experience, market factors, and travel requirements.

Estimated total compensation including annual incentive: $166,750–$212,500 USD.

Eligibility for an annual performance-based incentive program.

Medical, dental, and vision coverage for employees and eligible dependents.

401(k) plan with a generous employer match.

Employee stock purchase plan.

Generous Paid Time Off policy.

Paid parental leave and adoption assistance.

Wellness programs supporting physical, financial, and overall well-being, including health screenings, coaching, and workshops.

Remote work flexibility across eligible locations in the United States, with client and team travel as required.

Opportunities to specialize in ServiceNow and develop expertise across multiple enterprise software modules.

Ongoing learning, certification, coaching, and professional development opportunities.

Exposure to emerging enterprise automation and AI capabilities, including NowAssist and AI Agents.

Collaborative consulting environment with opportunities to work across complex client engagements and multidisciplinary teams.

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