ServiceNow transformation consultant

Responsibilities

• Define and own the ServiceNow transformation vision, aligned to enterprise business objectives and digital modernization goals.
• Ensure alignment to ServiceNow best practices and out of the box capabilities, minimizing customization and technical debt.
• Translate business requirements into ServiceNow ready artifacts by decomposing high level process definitions into epics, features, user stories, and acceptance criteria aligned with ServiceNow best practices and out of the box capabilities.
• Lead process discovery and design workshops with business and IT stakeholders to validate current state gaps, define future state workflows, and ensure requirements are clearly understood and agreed before configuration begins.
• Lead large, multi workstream ServiceNow transformation programs, coordinating architects, developers, testers, and process teams.
• Govern scope, timelines, dependencies, and risks across releases, ensuring predictable delivery at scale.
• Partner with senior business and IT leaders to translate strategic goals into ServiceNow enabled outcomes.
• Ensure solutions measurably improve employee productivity, service quality, and user satisfaction.
• Partner with Organizational Change Management (OCM) teams to drive adoption, training, and communication.
• Define and track transformation KPIs such as adoption rates, SLA improvements, automation coverage, and CSAT.

Qualifications

• 10+ years of IT or digital transformation experience, with 5+ years leading ServiceNow programs.
• Proven experience delivering enterprise scale ServiceNow transformations across multiple modules.
• Experience working with global delivery teams and complex stakeholder environments.
• Strong functional knowledge of ServiceNow ITSM (mandatory) and Platform capabilities (preferred).
• Knowledge of ITIL framework and best practices.
• Deep understanding of ServiceNow governance, release management, and best practice architecture.
• Excellent stakeholder management and communication skills
• Strong analytical and problem-solving capability