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

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform. As a ServiceNow ITSM Process Consultant, you will act as the process expert guiding federal customers in designing, implementing, and optimizing IT Service Management (ITSM) workflows using ServiceNow best practices. In this role, you will: Serve as the process expert for ITSM workflows, leveraging ServiceNow products with a focus on configuration over customization . Drive ITSM and CSDM process definition, re-engineering, improvement, and gap analysis during workshops with key sponsors and stakeholders. Lead customer design workshops focused on ServiceNow ITSM functionality and enterprise architecture solutions. Partner with customer process owners and SMEs to gather requirements using ServiceNow standard materials and collateral.