ServiceNow Business Solutions Consultant

Voya Financial • Hartford, CT

6d

About The Position

This is a senior-level, consultative role responsible for driving ITSM process maturity, optimizing workflows, and ensuring alignment between business objectives and ServiceNow functionality. The ideal candidate is a strong communicator who can influence stakeholders, set realistic expectations, and guide teams toward best-practice solutions. The role serves as a key bridge between business stakeholders and technical teams, acting as a functional expert on the ServiceNow platform, leading requirements discussions, advising on platform capabilities, and translating business needs into scalable technical solutions.

Requirements

• 5–10 years of experience in Business Analysis, ITSM, or ServiceNow consulting roles
• Proven experience leading requirements gathering sessions and translating business needs into technical solutions
• Strong functional knowledge of the ServiceNow platform, particularly ITSM modules
• Demonstrated experience working within ITIL frameworks and driving process improvements
• Ability to partner effectively with both business stakeholders and technical teams
• Strong communication, facilitation, and problem-solving skills

Nice To Haves

• ITIL Foundation certification (advanced certifications a plus)
• Experience supporting ServiceNow implementations or enhancements in enterprise environments
• Familiarity with ServiceNow configuration concepts (no-code/low-code)
• Background in consulting or large-scale transformation initiatives
• Experience working across cross-functional teams in complex organizations

Responsibilities

• Lead stakeholder workshops and requirements sessions to gather, analyze, and refine business needs
• Translate business requirements into user stories, functional specifications, and acceptance criteria
• Serve as a ServiceNow functional expert, advising on platform capabilities, limitations, and best practices
• Partner closely with engineering teams to ensure accurate and efficient solution delivery
• Guide stakeholders toward scalable, standardized solutions while pushing back on unnecessary customizations
• Drive ITIL-aligned process design and improvement across core ITSM workflows (Incident, Problem, Change, Service Catalog)
• Analyze and optimize workflows to improve efficiency, reduce redundancy, and enhance user experience
• Ensure alignment and integration across IT Service Management processes
• Define and support reporting and performance metrics in partnership with ServiceNow reporting teams
• Conduct process assessments to ensure effectiveness, compliance, and continuous improvement
• Support change management and user adoption through training and documentation
• Participate in audits to ensure adherence to organizational policies and standards
• Contribute to enterprise initiatives and technology service projects as needed

Benefits

• Health, dental, vision and life insurance plans
• 401(k) Savings plan – with generous company matching contributions (up to 6%)
• Voya Retirement Plan – employer paid cash balance retirement plan (4%)
• Tuition reimbursement up to $5,250/year
• Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
• Paid volunteer time — 40 hours per calendar year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed