We are hiring ServiceNow Business Process Consultants across all experience levels. The BPC role is at the heart of every ServiceNow engagement — translating business requirements into platform solutions, bridging stakeholders and delivery teams, and ensuring every implementation is anchored in sound process design and organizational readiness.

Role & Responsibilities

Facilitate and document requirements workshops with business and IT stakeholders across all relevant process areas
Translate business requirements into ServiceNow configuration specifications, process maps, user stories, and functional design documents
Maintain requirements traceability matrices and ensure all requirements are tracked from discovery through to sign-off
Advise stakeholders on ServiceNow capabilities, standard processes, and configuration options for their module

Requirements

Minimum of 5 years Business analysis experience
Strong facilitation and communication skills — able to run workshops and manage diverse stakeholder groups
Ability to produce clear, structured BA artefacts: process maps, user stories, test scripts, RTMs, and RAID logs
Understanding of the ServiceNow module relevant to your primary specialism — hands-on platform exposure is an advantage
Good understanding of Agile/Scrum — comfortable participating in sprint ceremonies and iterating on requirements
At Senior/Lead level: proven track record owning full BA workstreams, leading change management, and engaging executive stakeholders

Domain knowledge

ITSM: ITIL framework, IT service desk operations, change and problem management processes
ITOM: IT infrastructure environments (server, network, cloud); CMDB governance and CSDM concepts; Discovery scoping and CI lifecycle management
HRSD: HR service delivery processes across HR COEs; PDPA and HR data privacy awareness
CSM: omnichannel customer service operations, SLA/entitlement management, contact centre processes
GRC/IRM: enterprise risk, compliance, and audit processes; MAS TRM and ISO 27001 awareness (Singapore-regulated clients)
SPM: portfolio and project management methodologies (PMBOK, PRINCE2, SAFe); PMO operating models
FSM: field service operations, scheduling, work order management, and asset maintenance governance

Certifications

ITIL Foundation v3/v4 — Preferred at all levels
ServiceNow CSA — Preferred from BA level; advantageous at Associate
ServiceNow CIS in primary module — Preferred from Senior BPC level
CBAP / CCBA — Advantageous from Senior BPC level
Agile / Scrum Practitioner — Advantageous at all levels
Domain certifications (e.g. ISO 27001, PMP) — Module-specific advantageous

Education

Degree in Information Systems, Computer Science, Business, Engineering, or equivalent practical experience.