About the role
OVERVIEW: iTech AG is seeking a ServiceNowBusiness Process Consultantto 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 areconfident infacilitatingworkshops, 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,identifypain 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.
* Identifyopportunities 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 onimplementationapproach, adoption, reporting, and long-term maintainability.
* Support integration planning byidentifyingdata flow, process dependencies, and reporting considerations across systems.
* Communicate effectively with business, technical, and executive stakeholders at varying levels of detail.
* Ensure deliverables areaccurate, well-organized,timely, and aligned to customerobjectivesand project outcomes.
* Contribute to teamknowledge-sharing, best practices, and continuous improvement across the practice.
* Other duties as assigned.
MINIMUMQUALIFICATIONS: * 3+ years of experiencein 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 andidentifycurrent-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 whilemaintainingattention to detail and quality.
EDUCATION AND CERTIFICATIONS: * Bachelor’s degree in businessadministration,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.
Originally posted on Himalayas