Principal Business Process Consultant – IT Service Management
Principal Business Process Consultant – IT Service Management
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1 Vacancy
Job Description
The Role
As a Principal Business Process Consultant (BPC) for IT Service Management youll be a trusted advisor to our most strategic customers. Youll lead large-scale ITSM transformations guiding executive leaders and process owners to achieve measurable business outcomes with ServiceNow. This role is about shaping vision driving governance and ensuring adoption at scale while mentoring others to raise the bar across the ecosystem.
What Youll Do
- Lead complex ITSM transformations for global enterprises aligning business strategy with ServiceNow best practices.
- Facilitate executive-level design workshops that influence vision roadmap and governance.
- Translate customer goals into actionable outcomes with user stories KPIs and value realization plans.
- Champion configuration over customization and establish process excellence across engagements.
- Mentor senior consultants partners and customer teams to strengthen overall delivery capability.
- Represent Expert Services at the executive level presenting thought leadership on ITSM trends AI integration service operations and digital transformation.
- Support pre-sales and sales activities with strategic process guidance solution envisioning and customer presentations.
- Contribute to ServiceNows methodologies best practices and innovation efforts.
- Contribute to ServiceNows thought leadership by collaborating with product and innovation teams to evolve methodologies collateral and accelerators.
Qualifications :
What You Bring
- 8 years of ITSM consulting and transformation experience with large complex organizations.
- Deep knowledge of ITSM frameworks (ITIL IT4IT) and proven success in delivering outcomes at scale.
- Strong executive presence with the ability to influence leadership and guide strategic decisions.
- Experience embedding AI automation and modern operating models into ITSM processes.
- Excellent facilitation communication and presentation skills.
- Passion for mentoring knowledge sharing and building best-in-class delivery teams.
Preferred Certifications
- ServiceNow CIS IT Service Management
- ServiceNow Certified Implementation Specialist (additional workflows a plus)
- ITIL v4 Managing Professional or Strategic Leader
FD21
For positions in this location we offer a base pay of $146400 - $256200 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
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