- Company Name
- TELUS Digital
- Job Title
- Service Now Business Process Consultant
- Job Description
-
Job Title: ServiceNow Business Process Consultant (Senior)
Role Summary
Lead the Strategy & Design phases of ITSM and CMDB transformation projects. Translate client challenges into optimized processes, deliver AI‑driven CMDB solutions aligned with the Common Service Data Model (CSDM), and build compelling business cases to drive adoption and value.
Expectations
• Design and document future‑state process flows, user stories, and backlog items.
• Implement and validate ServiceNow ITSM, CMDB, and CSDM architecture.
• Facilitate stakeholder workshops, produce discovery reports, and provide executive‑level recommendations.
• Deliver testing strategies, training plans, and transition approaches.
• Support hyper‑care, defect management, and knowledge transfer.
Key Responsibilities
1. **Strategy & Client Engagement**
- Kick‑off project, identify stakeholders, define governance and RACI.
- Facilitate workshops with SMEs, process owners, sponsors to gather requirements and map current‑state user journeys.
- Co‑create future‑state service delivery model and strategic roadmap aligned with business goals.
2. **Process and Solution Design**
- Analyze current processes, interaction volumes, and service efficiency.
- Design future‑state flows, user stories, and product backlog.
- Develop high‑level ServiceNow solution designs focusing on ITSM, CMDB, and CSDM.
- Create adaptive CMDB solutions, service blueprints, data models, and normalization strategies.
3. **Analysis and Business Case Development**
- Conduct discovery (SWOT, maturity assessment) of Configuration Management ecosystem.
- Produce gap analysis reports and actionable improvement recommendations.
- Translate analysis outcomes into business cases to secure sponsor approval.
4. **Project Enablement and Delivery Support**
- Finalize testing, training, and transition plans.
- Lead “show and tell” sessions and prototype reviews for continuous alignment.
- Guide technical configuration during Execute & Deliver phase.
- Support hyper‑care, defect resolution, and knowledge transfer.
Required Skills
- Proven experience as Business Process Consultant, Service Designer, or Solutions Architect.
- Strong ITIL v4 and ITSM best‑practice knowledge.
- In‑depth expertise with ServiceNow platform (ITSM, CMDB, CSDM).
- Workshop facilitation, stakeholder analysis, and senior client relationship management.
- Current‑state analysis, gap analysis, SWOT, and maturity assessment.
- Strategic roadmap, Target Operating Model, and business‑case development.
- Excellent communication, presentation, and facilitation for technical & non‑technical audiences.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.
- ITIL v4 Managing Professional or Strategic Leader (preferred).
- ServiceNow Certified Implementation Specialist (CIS) in ITSM and/or Discovery (preferred).
- Additional certifications in data migration, data modeling, or AI‑driven data management are a plus.