Job Description

• Lead process discovery, analysis, and optimization sessions with customer sponsors, process owners, and key stakeholders.  

• Facilitate workshops to assess current-state processes,  identify pain points, and define desired future-state outcomes.  

• Translate business needs into clear process definitions, user stories, acceptance criteria, and implementation-ready requirements.  

• Advise Product Owners throughout the engagement on story refinement, prioritization, process alignment, and roadmap sequencing.  

• Collaborate with solution architects, developers, and technical consultants to ensure process design aligns with ServiceNow best practices and platform capabilities.  

• Identify opportunities for automation, process improvement, standardization, and operational efficiency.  

• Support the development of process maps, journey maps, requirements documents, workflow diagrams, and other solution artifacts.  

• Help customers understand the impact of process decisions on  implementation approach, adoption, reporting, and long-term maintainability.  

• Support integration planning by  identifying data flow, process dependencies, and reporting considerations across systems.  

• Communicate effectively with business, technical, and executive stakeholders at varying levels of detail.  

• Ensure deliverables are  accurate, well-organized,  timely, and aligned to customer  objectives and project outcomes.  

• Contribute to team  knowledge-sharing, best practices, and continuous improvement across the practice.  

• Other duties as assigned. 

• 3+ years of experience in business process consulting, business analysis, or process design within a technology or consulting environment.  

• Hands-on experience with ServiceNow implementations, ideally in federal or large enterprise environments.  

• Strong understanding of the Business Analyst function, including requirements gathering, process mapping, facilitation, and documentation.  

• Proven experience leading customer workshops and stakeholder interviews.  

• Ability to analyze complex business processes and  identify current-state gaps and future-state opportunities.  

• Strong written and verbal communication skills, including the ability to present clearly to both technical and non-technical audiences.  

• Experience collaborating with developers, architects, project managers, product owners, and customer stakeholders.  

• Strong interpersonal skills, professionalism, and a customer-first mindset.  

• Ability to manage multiple priorities while  maintaining attention to detail and quality. 

• Bachelor’s degree in business  administration, IT, or related field 

• ServiceNow Certified Systems Administrator (CSA) 

• One or more ServiceNow Certified Implementation Specialist (CIS) certifications, preferably CIS-ITSM.  

• Experience with multiple ServiceNow applications.  

• Background in process mining, process analysis, or business process improvement methodologies.