ServiceNow Process Consultant

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August 9

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SSC HR Solutions

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HR Tech • B2B • Enterprise

SSC HR Solutions is a full-service HR consultancy that provides comprehensive human resource solutions tailored to meet the specific talent growth needs of businesses. With operating locations across Egypt, United Arab Emirates, Saudi Arabia, and Bahrain, SSC HR Solutions specializes in employee management, from hiring to termination, ensuring that businesses thrive in a competitive landscape. The company prides itself on understanding client needs and delivering high-quality services that foster growth and partnership.

51 - 200 employees

Founded 2006

👥 HR Tech

🤝 B2B

🏢 Enterprise

📋 Description

• Job Summary: • We are seeking a skilled and experienced ServiceNow Process Consultant with expertise in IT Service Management (ITSM), IT Operations Management (ITOM), and IT Asset Management (ITAM). • The ideal candidate will possess a strong background in ITIL-based processes, and hands-on experience with the ServiceNow platform to drive process optimization, stakeholder engagement, and successful solution delivery. • You will play a key role in analyzing business needs, designing scalable ServiceNow processes, and guiding implementation best practices. • Key Responsibilities: • Act as the subject matter expert (SME) on ITSM, ITOM, and ITAM modules in ServiceNow. • Conduct workshops and consult with business stakeholders to define current and future state processes. • Perform gap analysis and recommend solutions based on industry best practices and ITIL framework. • Design, document, and improve ITIL-aligned processes (Incident, Problem, Change, Request, CMDB, Discovery, Asset Lifecycle, etc.). • Collaborate with ServiceNow developers and architects to translate process requirements into technical designs. • Support UAT, training, and organizational change management initiatives. • Ensure platform configurations and customizations meet business needs and compliance standards. • Develop KPIs, reports, and dashboards to monitor performance and adoption of implemented solutions. • Stay updated with the latest ServiceNow features, releases, and industry trends.

🎯 Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field. • 5+ years of IT consulting or business process consulting experience. • 3+ years of hands-on experience working with ServiceNow ITSM, ITOM, and/or ITAM modules. • Strong understanding of ITIL v3/v4 frameworks and related best practices. • Experience in process design, business analysis, and stakeholder engagement. • Ability to create process maps, SOPs, and detailed documentation. • Proficient in using ServiceNow tools such as Flow Designer, Service Catalog, Discovery, CMDB, and Asset Management. • Strong analytical, problem-solving, and communication skills. • ServiceNow Certifications such as o Certified System Administrator (CSA) o Certified Implementation Specialist – ITSM, ITOM, or ITAM o Certified Application Developer (CAD) (optional but desirable) • ITIL v4 Foundation or higher certifications. • Knowledge of integration protocols (REST, SOAP), data modeling, and scripting (JavaScript) is a plus. • Experience in Agile/Scrum project environments. • Excellent interpersonal and client-facing communication. • Strong documentation and presentation skills. • Proven ability to manage multiple priorities in a fast-paced environment. • Team player with the ability to work independently.