ServiceNow Process Consultant
A ServiceNow Process Consultant focuses on aligning business operations with platform capabilities, ensuring that workflow design, process logic, and governance structures support long-term platform success. They bring a blend of ITIL expertise, business insight, and platform fluency.
Required Skills (Must-Haves)
Desirable Skills (Nice-to-Haves)
Quantity
Typical Candidate Profile
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This role is essential for organisations looking to embed ServiceNow into their operational fabric, especially when scaling or adopting new modules.
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Ideal candidates have 5+ years of experience in ITSM, service delivery, or process design roles, with a strong understanding of how ServiceNow enables those processes.
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Process consultants are less about technical config and more about process integrity, alignment, and value realisation.
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They should be strong facilitators, capable of engaging multiple stakeholder groups, running workshops, and recommending both quick wins and long-term optimisation strategies.
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Many come from an ITIL background, but the best ones can adapt best practices to fit real business constraints, not just enforce theory.
Expected Deliverables
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Process design documentation
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Maturity assessments and process audits
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Target operating model recommendations
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KPIs and success metrics for service delivery
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Governance and continuous improvement plans