ServiceNow Business Process Consultant - ITSM AND HRSD
About The Position
EY is seeking a ServiceNow Business Process Consultant (BPC) with strong functional expertise to support IT Service Management (ITSM) and HR Service Delivery (HRSD) initiatives across client engagements. This role is ideal for a process-focused consultant who enjoys working closely with stakeholders to design, optimize, and implement ServiceNow solutions aligned to leading practices. You will play a key role in translating business needs into effective ServiceNow workflows, while helping clients realize value through streamlined processes and improved user experiences. This job posting relates to an existing vacancy within our organization.
Requirements
- Strong functional understanding of ServiceNow ITSM and HRSD modules
- Proven experience gathering and documenting business requirements and process flows
- Ability to facilitate workshops and communicate effectively with business and technical stakeholders
- Experience working in Agile delivery environments and writing clear user stories
- Comfort balancing stakeholder expectations, scope, and delivery timelines
- Curious, collaborative, and client-focused, with a passion for improving business processes through technology
- Ability to bring structure to ambiguity, communicate with confidence, and take ownership of delivering high-quality outcomes for clients and teams
Nice To Haves
- ServiceNow certifications such as CSA, CIS – ITSM, and/or CIS – HRSD
- ITIL Foundation certification or equivalent IT service management knowledge
- Experience in consulting or managed services environments
- Exposure to service catalog design, knowledge management, or employee portal/experience design
Responsibilities
- Lead process discovery workshops and stakeholder interviews to understand current-state and future-state ITSM and HR processes
- Translate business requirements into ServiceNow functional designs, user stories, and acceptance criteria
- Support ServiceNow implementations across ITSM (Incident, Request, Problem, Change) and HRSD (HR Case Management, Knowledge, employee-facing services)
- Advise clients on ServiceNow best practices, promoting out-of-the-box capabilities while minimizing customization
- Partner with technical teams to ensure functional requirements are accurately configured and delivered
- Support UAT, validation, and go-live readiness activities, including defect triage and solution refinement
- Contribute to training materials, job aids, and change enablement activities to support adoption
- Act as a trusted advisor, helping stakeholders align processes, governance, and outcomes
Benefits
- Comprehensive medical, dental, and prescription drug coverage
- Mental health benefits
- Robust Employee Assistance Program
- Group savings plans
- Generous time off, including personal days, vacation days, and additional firm-wide holidays
- Option to purchase extra vacation days
- EY's exclusive learning programs
- Internal opportunities for career development and advancement
- Meaningful volunteering through EY Ripples
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
