ServiceNow Business Process Engineer

Client

Our client is a multinational company dedicated to the cybersecurity service industry, with headquarters in the USA central time zone.

We are looking for a versatile ServiceNow Business Process Engineer (BPE) to be a trusted advisor to the Business Units reliant on ServiceNow to gather and analyze business requirements, document and design workflows, and optimize business processes while working with Business Leaders to redesign existing processes that align with OOTB ServiceNow Capabilities and Best Practices.

This role will be the primary point of contact for the Business, and act as the liaison between the Developers and Business, when appropriate.

Responsibilities

• Conduct regular meetings with the stakeholders, business leaders, process owners, and/or business users
• Provide updates, capture and/or review new and existing requirements, and understand business needs to align solutions and processes to ServiceNow Best Practices
• Provide guidance on process governance frameworks and ensure compliance with organizational standards
• Design, optimize, and maintain as-is and to-be documentation and workflows, ensuring alignment with ServiceNow
• Collaborate with stakeholders to define KPIs and develop reporting solutions to monitor process performance
• Serve as a liaison between business users, developers, and architects to ensure cohesive implementation
• Support testing and validation efforts, including UAT and post-implementation reviews
• Create and/or support the creation of training for end-users and drive adoption of new processes, including, but not limited to, Process and Procedure documentation, training videos, walkthroughs, and/or training workshops

Requirements

• 3+ years of experience in ServiceNow-related roles such as Business Analyst or Consultant
• Strong understanding of ServiceNow modules CSDM, CMDB, ITOM/TSOM (Discovery & Service Mapping)
• Preferably to understand CSM, Order Management (SOM, COM, SOMT, OMT), ITSM and TSOM Event Management.
• Experience with process mapping, governance, and reporting tools
• Excellent communication and collaboration skills, fluent in English, with proven ability to document and redesign workflows in line with ServiceNow capabilities
• 100% aligned to US Central or East time

Nice to have

• ServiceNow CSA or CIS certification
• Experience with ITIL and process automation