ServiceNow - Business Process Consultant / Business Analyst

NTT DATA is a global business and technology services company that provides consulting, digital, artificial intelligence, and application services. The Senior ServiceNow Business Process Consultant will lead client discovery, process consulting, requirements gathering, solution design support, testing, training, and stakeholder engagement across ServiceNow implementations.

Responsibilities:

• Lead functional discovery sessions and process workshops to define client-specific business process solutions
• Advise clients on best practices for ServiceNow implementations across ITSM, ITOM, HRSD, CSM, and other modules
• Create dynamic collateral including process workflows, workshop presentations, and training materials
• Partner with IT leaders and process owners to drive organizational readiness and solution adoption
• Capture and document business requirements, user stories, and business cases aligned with ServiceNow capabilities
• Develop and maintain end-to-end process flows and gap analyses to support solution design
• Prepare and execute test plans, facilitate UAT, and support go-live activities
• Lead client training sessions and create user-friendly job aids to support platform adoption
• Serve as the "eyes and ears” of the delivery team throughout the project lifecycle
• Facilitate stakeholder demos and provide solution-focused support to improve process efficiency
• Collaborate with project leadership to ensure alignment between business goals and technical solutions

Requirements:

• 5+ years of experience in ServiceNow consulting, with hands-on expertise in multiple modules
• 5+ years of experience in business analysis, including requirements gathering, process mapping, and stakeholder engagement
• Proven ability to lead client workshops and translate business needs into actionable solutions
• Strong understanding of Agile methodologies and experience supporting Scrum teams
• Excellent communication, facilitation, and documentation skills
• Required ServiceNow Certifications: Junior – CSA and at least 1 CIS-(any), Intermediate – CSA, at least 1 CIS-(any), Senior – CSA, at least 1 CIS-(Any), and CTA