ServiceNow Enterprise Architecture Business Process Consultant

Job Description

What You’ll Do

• As a ServiceNow Enterprise Architecture Business Process Consultant, you will serve as the voice of the business on ServiceNow Enterprise Architecture (EA) engagements and pre-sales activities across the architecture and technology portfolio landscape, including Application Portfolio Management, Technology Portfolio Management, business capability modeling, architecture roadmaps, and technology standards and lifecycle governance. You will lead process discovery, design future-state business processes, and translate business needs into actionable requirements and user stories that guide solution delivery. You will engage confidently with both business and technology stakeholders, demonstrating high business proficiency, professional maturity, and executive presence. Your primary responsibility is strategic and functional, not technical. That said, this is a techno-functional role, and you bring enough platform depth and hands-on configuration experience to flex when an engagement calls for it: stepping in occasionally to help with development work or to back up the technical architect on a short-term basis. You also carry a scrum master and product owner skillset and are expected to use it, running the team’s ceremonies, owning and grooming the backlog, and acting as solution owner for the workstream when an engagement is structured that way.

• Lead process discovery and design workshops to capture current-state processes, pain points, and future-state business process designs

• Translate business requirements into well-formed epics, user stories, and acceptance criteria for ServiceNow EA workflows spanning capability modeling, application rationalization, technology standards and lifecycle governance, architecture decision management, and roadmap planning

• Develop process maps, architect, application owner, and business capability owner personas, business capability maps, and target-state architecture roadmaps, and business process documentation that connect rationalization and modernization outcomes to platform capabilities

• Partner with clients using a future-focused mindset to understand their business processes, technology landscape, and transformation goals, aligning ServiceNow capabilities to measurable outcomes

• Lead and participate in design workshops, testing, deployment readiness, organizational change management (OCM), and end-user training activities across enterprise and public sector accounts

• Serve as scrum master for the delivery team, facilitating sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives, and keeping the team cadence and working agreements intact

• Act as product or solution owner for the workstream, owning the backlog end to end: prioritizing against business value, sequencing releases, managing scope trade-offs, and formally accepting completed work on behalf of the business

• Remove impediments and manage delivery flow, tracking velocity, burndown, and sprint commitments, and escalating blockers early to the engagement manager

• Facilitate estimation and capacity planning with the delivery team, including story pointing, sprint sizing, and release forecasting

• Coach client product owners and business stakeholders on agile ways of working, backlog hygiene, definition of ready and done, and the discipline of prioritizing by value

• Advise on enterprise architecture operating models, architecture review cadences, governance cadences, EA KPIs/metrics such as application redundancy, technology risk exposure, and standards adherence, OCM and training strategies, and adoption approaches that sustain business value after go-live

• Ensure solutions align to leading practices and out-of-the-box capabilities, challenging customization requests with process-first alternatives

• Flex into hands-on platform work on an as-needed basis: this is not a primary duty of the role, but you should be comfortable helping with configuration or development, or backing up the technical architect, when an engagement requires it

• Advise business stakeholders on process improvement opportunities, roadmap prioritization, adoption, and value realization

• Mentor teammates on requirements elicitation, story writing, process design, and workshop facilitation best practices

• Respond to Requests for Information and Proposals (RFIs/RFPs) with authoritative ServiceNow content, implementation approaches, and value propositions

• Contribute to practice development through delivery accelerators, process playbooks, thought leadership, and ServiceNow-focused client offerings

• Collaborate across ServiceNow EA and adjacent workflows including Strategic Portfolio Management, Application Portfolio Management, IT Asset Management, IT Operations Management, AI, and Data Foundations to deliver integrated platform solutions

• What You’ll Bring

• You are a seasoned ServiceNow business process practitioner who thrives in complex enterprise environments and has a track record of guiding organizations through transformational ServiceNow implementations. Your strength is process and strategy, complemented by enough technical fluency to get into the platform when a project needs it.

• 3+ years of ServiceNow business process and functional consulting experience, with expertise in at least one of the following: Enterprise Architecture, Application Portfolio Management, Technology Portfolio Management, or architecture governance and rationalization

• Proven ability to drive alignment across business and technology stakeholders (facilitating decisions, resolving competing priorities, and keeping delivery focused on measurable business value and adoption)

• Passion for leveraging the ServiceNow platform to streamline architecture and portfolio decision-making, improve architect and portfolio planner experiences, and bring visibility and control to the application and technology estate across its full lifecycle

• Ability to communicate and build relationships at all levels of an organization, from application owners and platform teams to chief architects, CIO, and C-suite executives, translating technical and business concepts for both technical and non-technical audiences

• Strong consultative approach with the ability to assess process maturity, define future-state processes, manage client expectations, and deliver on tight schedules with high attention to detail

• Experience supporting solution design across multiple ServiceNow products, including process design, requirements management, testing, organizational change management, and training

• Enough hands-on ServiceNow configuration and development experience (Flow Designer, Workspaces, forms and business rules, scripting, integrations, and data imports) to contribute to build work or backstop an architect when needed; deep technical specialization is not expected

• Demonstrated ability to act as a trusted advisor and relationship manager to client stakeholders throughout engagement lifecycles

• Experience facilitating executive and practitioner workshops focused on process strategy, roadmap planning, and architecture governance

• Demonstrated scrum master capability, with experience facilitating the full set of agile ceremonies and maintaining team cadence, velocity, and working agreements

• Product or solution owner experience, including backlog ownership, value-based prioritization, release sequencing, and formal acceptance of delivered work

• Comfort operating in waterfall, agile, and hybrid delivery models, with the judgment to know which ceremonies and artifacts actually serve a given engagement

Qualifications

• At least 3 full-lifecycle ServiceNow implementations in the role of business process consultant, business analyst, or functional lead

• Required Certifications

• Certified System Administrator (CSA)

• CIS – Data Fou