Senior Business Process Consultant – ServiceNow SPM / Enterprise Architecture

ServiceNow•Orlando, FL

About The Position

As a Sr. Business Process Consultant (SPM/Enterprise Architecture), you will be the functional and process expert on customer engagements—helping customers translate business requirements into configuration requirements using ServiceNow’s Strategic Portfolio Management (SPM) and Enterprise Architecture (EA) solutions. Your goal: enable customers to accelerate outcomes, align IT with business strategy, and drive measurable value. In this role, you will:

Requirements

Experience leveraging or critically assessing how AI can be integrated into workflows, problem-solving, or decision-making (e.g., AI-powered tools, workflow automation, data-driven insights).
5+ years of consulting experience with complex, global organizations.
7+ years of Enterprise Architecture experience as an implementer or in a program support role.
Hands-on experience implementing enterprise architecture tools or platforms.
Familiarity with Enterprise Architecture frameworks (e.g., TOGAF, IT4IT) and modeling methods (e.g., ArchiMate, BPMN).
Understanding of how EA enables alignment of IT to business strategy.
Proven ability to lead customer-facing projects and manage complex technical solutions.
Strong knowledge of CSDM, ITOM, and ITAM (preferred).
Experience leading workshops, converting business requirements into configuration requirements, and writing Agile user stories.
Excellent communication and facilitation skills, with proficiency in Visio, Word, and PowerPoint.
Strong interpersonal skills, cultural awareness, and a customer-centric mindset.
Proven team player and collaborator.

Nice To Haves

Familiarity with ServiceNow’s SPM products (preferred).
Experience with cloud computing, digital transformation, and modern IT architectures (preferred).
Knowledge of the software development lifecycle (SDLC) and IT operations (a plus).
Demonstrated ability to influence and consult with stakeholders, providing thought leadership and balanced options with pros/cons.
ITIL v4 (a plus)

Responsibilities

Serve as the process expert for Enterprise Architecture workflows, leveraging ServiceNow EA products with a focus on configuration over customization.
Drive EA and CSDM process definition, re-engineering, improvement, and gap analysis during workshops with key stakeholders.
Lead customer design workshops centered on ServiceNow EA functionality.
Guide customer process owners and SMEs in gathering requirements, using ServiceNow standard methods and collateral.
Support documentation such as business requirement workbooks for functional solution design.
Translate business needs into user stories, acceptance criteria, and testing strategies, while supporting customer review and approval.
Advocate for the customer’s needs throughout the engagement.
Partner with technical resources to support solution testing, unit testing, and user acceptance testing.
Act as a lead member of project teams, ensuring delivery of successful and substantive customer outcomes.
Prepare polished, process-focused customer-facing deliverables.
Manage multiple complex initiatives simultaneously.
Promote continuous improvement in delivery and engagement practices.
Support pre-sales activities as needed.
Mentor and train peers within ServiceNow delivery and the partner ecosystem.
Travel up to 50% annually, based on customer and internal needs