OVERVIEW:
iTech AG is seeking a ServiceNow Business Process Consultant to support federal customer engagements by leading process discovery, analysis, optimization, and solution alignment efforts across the ServiceNow platform. This role serves as a trusted advisor to customer stakeholders, helping translate business needs into clear, actionable process designs and platform capabilities.

The ideal candidate combines strong business analysis and consulting skills with hands-on ServiceNow experience. They are confident in facilitating workshops, uncovering current-state challenges, defining future-state outcomes, and partnering closely with architects, developers, product owners, and client stakeholders to deliver practical, scalable solutions.

This role is best suited for a process-minded consultant who understands that successful ServiceNow delivery starts with understanding how the business works today, where it needs to go, and how to bridge that gap effectively.

RESPONSIBILITIES:

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.

MINIMUM QUALIFICATIONS:

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.

EDUCATION AND CERTIFICATIONS:

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

ServiceNow Certified Systems Administrator (CSA)

PREFERRED QUALIFICATIONS:

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.

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