Principal Business Process Consultant - ITSM/ITOM

RGP•Atlanta, GA

2d•$145,000 - $175,000•Remote

About The Position

RGP is seeking a Principal Business Process Consultant for ITSM/ITOM to join its ServiceNow Practice team. The role is responsible for delivering ServiceNow solutions and services in a client consulting environment. The consultant works with organizations to improve operational efficiency and gain greater value from the ServiceNow platform by designing and deploying best-practice process solutions that support customer goals. The position leads process discovery, re-engineering, improvement, and analysis to identify repeatable, efficient solutions that accelerate value. It documents, prioritizes, and supports delivery of solutions that help customers manage work effectively and achieve project outcomes. A key focus is helping clients establish and operationalize a Common Service Data Model (CSDM)-aligned foundation, with consistent service definitions, ownership models, and CMDB governance practices supporting ITSM and ITOM processes. The consultant prepares and leads workshops, validates requirements, advises on CSDM adoption, and partners with technical consultants and solution architects. The role also contributes to solution demonstrations, delivery-method improvements, team development, and ongoing expertise in ServiceNow products and capabilities. It requires balancing multiple complex projects or initiatives concurrently. The position is fully remote and full-time. Base pay is $145,000–$175,000, with incentive compensation; compensation may vary based on qualifications, experience, geographic location, market, and operational factors.

Requirements

At least 8 years of experience in ITSM and/or ITOM process consulting and implementation.
Bachelor’s degree or equivalent practical experience (5–10 years).
At least 8 years of experience working with the ServiceNow platform on current releases.
At least 3 years of experience in management consulting, process design, or product management.
Experience participating in or leading CSDM-aligned ServiceNow implementations, including service definition, ownership modeling, and CMDB alignment to ITSM and/or ITOM use cases.
Strong understanding of how service models enable ITSM outcomes, including incident routing, change impact analysis, operational visibility, and executive reporting.
Ability to explain CSDM concepts in business-friendly language to process owners, service owners, and executive stakeholders.
Excellent written and verbal communication, facilitation, and presentation skills.
Exceptional documentation skills, including process models, business requirements, agile user stories, and process guides.
Customer-centric mindset and experience advising executives and leading complex initiatives.
Ability to work as a team player and team builder, adapt quickly in a fast-paced and changing environment, and work across cultures.
Ability to influence and consult by presenting options with risks, pros, and cons.
Ability to guide clients through service ownership, accountability, and data stewardship decisions.
Strong attention to detail, creative problem-solving skills, and ability to interpret business needs and recommend appropriate process and platform solutions.
Proven record of managing successful client relationships.
Ability and interest to expand enterprise IT knowledge and be mentored by senior consultants.

Nice To Haves

ITIL v4 certification.
Certified ServiceNow Administrator (CSA).
CIS – ITSM and/or CIS – ITOM certification.
CIS – DISCO or CIS-SM certification.
MC CMDB HEALTH or MC CONFIGURE THE CMDB certification.
Familiarity with the ServiceNow CSDM 5 framework.
Experience with Now Create guidance.

Responsibilities

Prepare and lead process discovery and requirements workshops with customer sponsors and key stakeholders.
Document, communicate, and validate business, functional, and process requirements throughout engagements.
Lead CSDM-aligned discovery workshops to define services, service offerings, application services, and supporting technical services for ITSM and ITOM use cases.
Partner with technical consultants and solution architects to align process designs with CSDM structures, service hierarchies, and CMDB best practices.
Advise customers on CSDM adoption strategy, including scope selection, sequencing, and maturity progression.
Ensure incident, request, change, problem, and operational visibility processes map to consistent service definitions and ownership models.
Identify process and data-model improvements and recommend solutions that improve efficiency, platform sustainability, and long-term adoption across ITSM workflows, ITOM visibility, and CMDB alignment.
Validate that KPIs, reporting, and performance metrics are enabled through CSDM-aligned data structures rather than ad hoc or tool-specific models.
Guide customers on ServiceNow tools, features, and capabilities that provide incremental value.
Ensure process-related deliverables are complete, consistent, high quality, timely, and outcome-focused.
Design and deliver tailored ServiceNow solution demonstrations aligned with customer objectives, including value-based metrics.
Collaborate across the practice to improve delivery methods, best practices, collateral, and team development.
Maintain expertise in ServiceNow products, platform capabilities, industry best practices, and emerging features.
Manage and balance multiple complex projects or initiatives concurrently.