Job Description

Senior ServiceNow Business Process Consultant

Milestone is a ServiceNow Partner that works with many of the most recognizable brands in the world. Powered by innovative and talented teams, Milestone helps organizations achieve performance at the speed of business. As a global provider of IT services, Milestone helps clients identify, implement, and manage IT solutions that make their businesses stronger across IT Service Management, IT Operations, Cloud Computing, Project Delivery, workflow automation, and enterprise service management.

Milestone Technologies is seeking a detail-oriented, collaborative, and client-focused Senior ServiceNow Business Process Consultant to support ServiceNow implementation, enhancement, and operational improvement initiatives. As part of one or more project teams, this role provides business process consulting to clients, working closely with business product owners, senior stakeholders, subject matter experts, technical consultants, solution architects, and development teams. The consultant will advise clients on ServiceNow best practices, triage and prioritize requests, gather and analyze requirements, translate business needs into high-quality user stories and functional deliverables, and help ensure solutions align with business objectives, operational processes, platform governance, and ServiceNow best practices. This individual must operate with urgency, demonstrate strong facilitation and communication skills, support multiple concurrent workstreams, and provide thoughtful recommendations that balance people, process, and technology considerations.

Responsibilities

• Facilitate discovery workshops, stakeholder interviews, demos, and working sessions with senior management, business stakeholders, subject matter experts, product owners, and technical teams to understand business needs and illustrate ServiceNow platform and application functionality.
• Triage, analyze, and prioritize operational maintenance requests, enhancement needs, platform improvement opportunities, and project requirements.
• Gather, document, analyze, and validate business and technical requirements, translating them into detailed user stories, acceptance criteria, process documentation, functional specifications, and project deliverables.
• Partner with technical consultants, solution architects, developers, and client teams to translate workshop outputs and requirements into ServiceNow stories, solution options, and actionable delivery plans.
• Develop process designs, process workflow diagrams, operating models, roadmaps, requirements documentation, and written recommendations that are clear, tailored, actionable, and aligned to business priorities.
• Lead or support Agile delivery activities, including backlog grooming, user story refinement, sprint planning, daily standups, release coordination, and other scrum ceremonies.
• Coordinate and oversee ServiceNow feature implementations from initiation through deployment, helping track timelines, resolve issues, communicate with stakeholders, and drive delivery commitments.
• Facilitate client discussions required to make process, prioritization, governance, and solution decisions while clearly articulating options, tradeoffs, pros, cons, risks, and recommendations.
• Assist Engagement Managers and project leads with risks, issues, decisions, actions, changes, timeline tracking, stakeholder communication, and follow-through to completion.
• Participate in baseline data gathering, process assessments, platform assessments, data analysis, prioritization, and the development of IT, ITSM, and ServiceNow improvement strategies and plans.
• Research and maintain awareness of current and emerging ServiceNow processes, policies, platform capabilities, application functionality, governance practices, and technology solutions.
• Develop User Acceptance Testing plans, test scenarios, and supporting materials; coordinate and oversee UAT with business users; and assist with documentation of defects, enhancements, and outcomes.
• Support release management activities, develop go-live plans, and participate in client go-live readiness and deployment activities.
• Develop organizational change management and communication plans, oversee delivery of those plans, and support adoption of new processes and ServiceNow capabilities.
• Develop client training materials and deliver training to business users, stakeholders, and support teams as needed.
• Document workshop and meeting outputs, including meeting notes, decisions, action items, requirements, transcripts, and follow-up materials in the appropriate collaboration and delivery tools.

Qualifications

• 7–10+ years of experience in business analysis, business process consulting, functional consulting, process transformation, or a related consulting role within a technology, enterprise platform, shared services, or client-facing delivery environment.
• 5+ years of hands-on ServiceNow experience, including strong knowledge of ITSM processes, out-of-the-box capabilities, workflows, integrations, platform design considerations, and enterprise implementation or enhancement delivery.
• Experience in one or more ServiceNow process or platform areas, including ITSM, CSM, HRSD, ITAM (HAM/SAM), GRC, ITBM, workflow automation, or enterprise service management.
• Demonstrated experience defining, optimizing, and deploying future-state processes and identifying solutions from a people, process, and technology perspective.
• Proven ability to lead client-facing discovery, requirements, process design, functional delivery, process documentation, and stakeholder alignment activities for medium to large ServiceNow initiatives.
• Strong experience developing user stories, acceptance criteria, process maps, operating models, business requirements, functional specifications, test scenarios, roadmaps, and client-ready deliverables.
• Experience supporting Agile delivery models, including backlog management, refinement sessions, sprint planning support, scrum ceremonies, release coordination, and collaboration with development teams.
• Strong understanding of platform governance, release management, and the tradeoffs among configuration, customization, scalability, maintainability, and business value.
• Excellent written and verbal communication skills, including strong presentation and facilitation abilities and the ability to tailor messaging for executive, operational, and technical audiences.
• Advanced analytical, problem-solving, organizational, time management, and recordkeeping skills with the ability to manage multiple concurrent workstreams in a fast-paced, matrixed, and client-driven environment.
• Strong interpersonal skills, a customer-centric attitude, cultural awareness, and the ability to collaborate effectively across business, technical, and delivery teams.
• Proficiency with ServiceNow, Confluence, Jira or equivalent Agile tooling, Microsoft Word, PowerPoint, Visio, and process documentation tools such as Miro, Lucidchart, or similar.

Preferred Qualifications

• Experience building and delivering customer demos and workshops to understand business needs, elicit and document requirements and illustrate ServiceNow platform and application functionality to support solution design.
• Experience triaging, analyzing, and prioritizing operational maintenance requests, enhancement needs, platform improvement opportunities, and project requirements.
• Experience gathering, documenting, analyzing, and validating business and technical requirements, translating them into detailed user stories, acceptance criteria, process documentation, functional specifications, and project deliverables.
• Experience developing process designs, process workflow diagrams, operating models, roadmaps, requirements documentation, and written recommendations that are clear, tailored, actionable, and aligned to business priorities.
• Experience supporting ServiceNow implementations, enhancements, managed services, or operational improvement initiatives.
• Understanding of ITSM, workflow automation, enterprise service management, shared services, and software release coordination practices.
• Experience with organizational change management, communications planning, go-live readiness, and end-user training.
• Exposure to additional ServiceNow modules or certifications beyond ITSM, including CSM, HRSD, ITAM, GRC, ITBM, or related platform areas.

Certifications

• ServiceNow certifications are strongly preferred; relevant certifications may include Certified System Administrator (CSA), Certified Implementation Specialist (CIS) – ITSM, or additional CIS certifications in relevant modules.
• Agile, Scrum, or ITIL certification preferred.