Persistent Systems · 13 hours ago
Senior Business Process Consultant – ServiceNow
Plano, TX
Full-time
Hybrid
Senior Level
5+ years expPersistent Systems is an AI-led, platform-driven Digital Engineering and Enterprise Modernization partner. The Senior Business Process Consultant – ServiceNow is responsible for leading process transformation initiatives, ensuring effective design and governance of business service management processes on the ServiceNow platform, and acting as a trusted advisor to business and IT leaders.
Embedded SoftwareCloud ComputingBig DataSoftwareAnalyticsEmbedded SystemsProduct DesignSecurity
Responsibilities
Lead end to end process design and optimization initiatives across ServiceNow domains such as ITSM, CSM, HRSD, CMDB/SACM, SecOps, or GRC
Define and document As Is and To Be process models, value streams, and service journeys
Apply ITIL v4 and industry best practices to design efficient, outcomedriven processes
Drive process standardization and harmonization across business units and geographies
Act as a trusted advisor to senior business, operations, and IT stakeholders
Lead complex process discovery, design, and validation workshops
Facilitate consensus on process decisions, governance models, and operating procedures
Clearly communicate process tradeoffs, impacts, and benefits to leadership audiences
Translate business process designs into epics, features, user stories, and acceptance criteria
Own process to solution traceability through the delivery lifecycle
Partner with Platform Architects and Technical Leads to validate process feasibility and OOTB alignment
Challenge unnecessary customization and ensure solutions remain configuration first
Define process governance frameworks, KPIs, SLAs/OLAs, and compliance checkpoints
Ensure alignment of process design with CMDB, data ownership, and SACM controls
Support audit readiness by documenting controls, workflows, and approvals
Review solution demos and ensure functional quality prior to UAT and golive
Lead UAT strategy and execution, including scenario definition, test cases, and defect triage
Develop rolebased process documentation, SOPs, and training materials
Drive user adoption through structured communication, enablement sessions, and feedback loops
Support golive, hypercare, and continuous improvement initiatives
Define and track process performance metrics (e.g., MTTR, FCR, SLA compliance, request cycle time, CSAT)
Analyze trends and identify improvement opportunities postimplementation
Drive ongoing optimization through backlog refinement and roadmap recommendations
Mentor Business Process Consultants and Analysts
Contribute to practice assets, reference process models, templates, and accelerators
Support presales activities including process solutioning, scope definition, and estimation
Share best practices and lessons learned across the ServiceNow practice or CoE
Qualification
Required
ServiceNow implementations
ServiceNow OOTB & ITIL
Strong understanding of ServiceNow platform capabilities and release cadence
5 to 7 years of experience in process consulting, business analysis, or service management transformation
Strong expertise in ServiceNow implementations with deep understanding of OOTB process models
Solid knowledge of ITIL v4 (Managing Professional / Strategist preferred)
Experience working in Agile/Scrum environments with Product Owners and delivery teams
Proficiency in process modeling tools (BPMN, Visio, Miro, Lucid) and documentation standards
Excellent facilitation, stakeholder management, analytical, and communication skills
ITIL Foundation required
ServiceNow Micro-certifications (e.g., IntegrationHub, Flow Designer, Performance Analytics)
Associate Business Process Owner
Cloud/EA certifications (e.g., AWS/Azure, TOGAF, IT4IT) based on role
Benefits
Competitive salary and benefits package
Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
Opportunity to work with cutting-edge technologies
Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
Annual health check-ups
Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents
Company
Persistent Systems
Persistent Systems offers software product concept and design, performance engineering, quality assurance, and other professional services.
10001+ employees
H1B Sponsorship
Persistent Systems has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (519)
2024 (840)
2023 (475)
2022 (308)
2021 (285)
2020 (397)
Funding
Current Stage
Public CompanyTotal Funding
$18.8MKey Investors
Gabriel Venture Partners,Norwest
2010-04-06IPO
2005-12-09Series A· $18.8M
Leadership Team
Sandeep Kalra
CEO & Executive Director
Praveen Bhadada
Chief of Staff
Recent News
Livemint.com
2026-02-12
2026-02-05
Company data provided by crunchbase