Servicenow Itom Business Process Consultant

## About the role We are seeking an experienced ServiceNow ITOM Business Process Consultant to act as a strategic advisor for our enterprise clients. In this role, you will bridge the gap between business objectives and technology solutions. You will be responsible for analyzing our clients' existing IT operations, identifying areas for improvement, and designing world-class processes leveraging the ServiceNow ITOM suite. Your goal is to help clients reduce operational risk, improve service quality, and demonstrate tangible business value through a more intelligent and automated operational framework. This is a leadership role that requires a deep understanding of IT operations, strong business analysis skills, and the ability to guide senior stakeholders through complex transformations. ## Key Responsibilities - Lead Strategic Workshops: Facilitate high-level workshops with business and IT leaders to understand their vision, challenges, and key performance indicators (KPIs). - Process Design & Re-engineering: Map current-state operational processes and design optimized, future-state processes for service modeling, event management, and operational intelligence. - Requirements Definition: Translate complex business needs into clear, actionable functional requirements and user stories for our technical delivery teams. - Value Realization: Develop compelling business cases, define value propositions, and create roadmaps that articulate the ROI of ITOM initiatives. - CSDM Strategy: Champion the adoption of the Common Service Data Model (CSDM) framework from a business service perspective, ensuring the CMDB is structured to answer critical business questions. - Stakeholder Management: Act as the primary liaison between client business units and the technical team, ensuring alignment, managing expectations, and communicating progress effectively. - Organizational Change Management: Guide clients through the organizational changes required for successful ITOM adoption, including defining new roles, responsibilities, and governance models. - Best Practice Advisory: Serve as a trusted advisor, providing clients with industry best practices for IT Operations Management, AIOps, and service-aware operations. ## Required Qualifications & Skills - Bachelor's degree in Business Administration, Information Systems, or a related field, or equivalent professional experience. - 5+ years of experience in a business analysis, IT consulting, or process improvement role. - Strong understanding of IT Operations Management challenges and objectives. - Proven experience facilitating workshops, gathering requirements, and mapping business processes. - Excellent communication, presentation, and stakeholder management skills, with the ability to engage with C-level executives. - Functional knowledge of the ServiceNow platform and the business value of core ITOM applications (Discovery, Service Mapping, Event Management). - Certification: ITIL v4 Foundation is required. ## Preferred Qualifications & Skills - Certification: ServiceNow Certified System Administrator (CSA). - Certification: ServiceNow Certified Implementation Specialist (CIS) in an ITOM module (Discovery, Service Mapping, or Event Management). - Advanced ITIL certifications (e.g., ITIL Managing Professional or Strategic Leader). - Experience leading organizational change management (OCM) initiatives. - Deep expertise in designing business service-centric CMDBs using the CSDM framework. - Experience working in a major consulting firm or as an internal process consultant.