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.
