ServiceNow Senior ITAM Business Process Consultant

Job Summary

At SoftwareOne, the ServiceNow Senior Business Process Consultant (Senior BPC) performs the full scope of the BPC role — leading process discovery, requirements definition, solution alignment, and validation activities to ensure ServiceNow implementations deliver meaningful business outcomes — and brings deeper experience, broader scope, and stronger client-advisory capability. 

The Senior BPC partners closely with clients, architects, technical consultants, and delivery leaders across the full implementation lifecycle. Depending on the engagement, the Senior BPC may also be asked to lead a team of Business Analysts and BPCs and may engage with executive-level stakeholders. These responsibilities are not always part of every engagement, but the Senior BPC has the experience, judgment, and consulting craft to step into them when required. 

SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve. 

Role & Responsibilities

• Lead end-to-end business process discovery, requirements workshops, and process re-engineering across complex ServiceNow engagements
• Analyze current-state processes and design optimized, future-state solutions aligned to ServiceNow and ITAM best practices
• Identify opportunities for process improvement, standardization, and automation to drive business value
• Facilitate cross-functional workshops with business and IT stakeholders to define requirements and validate solutions
• Translate business needs into clear, actionable deliverables (user stories, functional requirements, acceptance criteria)
• Ensure requirements traceability from discovery through delivery; manage complex or ambiguous inputs with clarity and structure
• Partner with architects and technical teams to ensure solutions align with business objectives and platform standards
• Support implementation, testing (System Testing & UAT), and validate solutions meet business requirements and intended outcomes
• Act as a trusted advisor, effectively communicating complex concepts to executive, business, and technical audiences
• Contribute to delivery excellence through documentation, best practices, and continuous improvement of methodologies
• Mentor and guide Business Analysts and junior consultants, providing coaching and quality oversight
• Support delivery governance and pre-sales activities, including scope management, value tracking, solution scoping, and proposal development