Note: The job is a remote job and is open to candidates in USA. 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.
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
Skills
- 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
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