Sr. Business Process Consultant, IT Service Management Workflow (Federal)

The Sr. Business Process Consultant will serve as the functional and process expert for federal customers, guiding them in transitioning business requirements to configuration requirements for ServiceNow SPM products. This role involves acting as the ITSM process expert, guiding customers in designing, implementing, and optimizing IT Service Management workflows using ServiceNow best practices and focusing on configuration over customization. Responsibilities include driving ITSM and CSDM process definition, re-engineering, improvement, and gap analysis through workshops, leading customer design workshops focused on ITSM functionality and enterprise architecture, and partnering with customer process owners to gather requirements. The consultant will guide customers in completing documentation, translate business needs into functional user stories with acceptance criteria, and advocate for customer needs throughout engagements. They will also support internal solution testing, guide customer testing, prepare customer-facing deliverables with a process focus, act as a lead contributor within project teams, manage multiple complex projects, promote continuous improvement, support sales activities when needed, and mentor colleagues. Travel may be up to 50% annually.