ServiceNow Business Process Consultant

Responsibilities

• ● We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement - translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organizational readiness. Role & Responsibilities
• ● Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas
• ● Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents
• ● Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off
• ● Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module Requirements
• ● Minimum of 5 years Business analysis experience
• ● Strong facilitation and communication skills - able to run workshops and manage diverse stakeholder groups
• ● Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs
• ● Understanding of the ServiceNow module relevant to your primary specialism - hands-on platform exposure is an advantage
• ● Good understanding of Agile/Scrum - comfortable participating in sprint ceremonies and iterating on requirements
• ● At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders Domain knowledge
• ● ITSM: ITIL framework, IT service desk operations, change and problem management processes
• ● ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management
• ● HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness
• ● CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes
• ● GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)
• ● SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models
• ● FSM: field service operations, scheduling, work order management, and asset maintenance governance Certifications
• ● ITIL Foundation v3/v4 - Preferred at all levels
• ● ServiceNow CSA - Preferred from BA level; advantageous at Associate