ServiceNow PSDS Business Process Consultant

🔥 0 minutes ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Business Operations

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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iTech AG

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💼 Consulting

🔒 Cybersecurity

Consulting • Cybersecurity • Software Development

iTech AG is a company that provides advanced technology solutions aimed at unlocking the potential of organizations in both the public and private sectors. They specialize in modernizing systems and processes through a variety of services including management consulting, portfolio, program, and project management, agile transformation, digital platforms, digital innovations, cloud and infrastructure, and cybersecurity. iTech AG is noted for its capability to tailor and implement agile solutions and their approach to secure enterprise operations. As a ServiceNow Elite Partner, they work with leading technology companies to deliver innovative solutions that meet evolving market and customer needs.

📋 Description

• Lead business process discovery, stakeholder workshops, and requirements-gathering sessions for ServiceNow PSDS/CSM solutions • Document current-state and future-state workflows for public sector service intake, case management, fulfillment, approvals, notifications, SLAs, reporting, and CRM-style operations • Translate stakeholder needs into business requirements, user stories, acceptance criteria, process maps, and configuration-ready guidance for technical teams • Advise clients and delivery teams on ServiceNow PSDS/CSM best practices, platform-aligned workflow design, and process standardization • Collaborate with solution architects, developers, product owners, business stakeholders, and testing teams • Support backlog refinement, sprint planning, demos, testing support, documentation, training, knowledge transfer, and operational readiness activities • Perform other duties as assigned

🎯 Requirements

• Demonstrated experience as a Business Process Consultant, Business Analyst, Functional Consultant, or similar role supporting ServiceNow implementations • Experience with CRM workflows, business process consulting, requirements facilitation, process mapping, user story development, acceptance criteria, and stakeholder engagement • Experience implementing or supporting ServiceNow PSDS preferred; ServiceNow CSM experience may be acceptable when paired with strong CRM workflow experience • Experience defining case management, intake, routing, approvals, SLAs, notifications, service portals/workspaces, reporting, and workflow automation requirements • Strong understanding of ServiceNow platform best practices, process standardization, testing support, Agile delivery, and stakeholder communication • Bachelor’s degree or equivalent years of experience • ServiceNow Certified System Administrator (CSA) preferred • ServiceNow Certified Implementation Specialist (CIS) - Public Sector Digital Services (PSDS) preferred; CIS - Customer Service Management (CSM) may be acceptable • Public sector or federal delivery experience, including familiarity with government service delivery, case management, or constituent/customer service workflows • Experience supporting demos, solution documentation, user adoption, training, knowledge transfer, and operational readiness • Additional ServiceNow certifications or hands-on experience across PSDS, CSM, App Engine, or related workflow products • Ability to obtain and maintain a Public Trust • US Citizenship is required